Technical Support Specialist I

About the role

This role focuses on basic L1 troubleshooting, customer/Field Engineer guidance, accurate part number identification using technical documentation, and efficient issue escalation to ensure maximum security checkpoint uptime.

What you'll do

• Level 1 Technical Support & Basic Troubleshooting Provide initial diagnostic and troubleshooting assistance over the phone and via remote access tools for baggage X-ray…
• Diagnose basic hardware, software, power, and mechanical issues, Password issues including: X-Ray Systems: Conveyor belt jams, basic software crashes
• Guide operators and Field Service Engineers (FSEs) through basic resolution steps, such as performing power cycles, running system self-tests
• Part Identification & Schematic Lookup Analyze technical manuals, exploded-view diagrams, schematics
• Assist field personnel and customers with part identification to prevent order errors and minimize equipment downtime

What you need

• 3–4 yrs of experience
• Hardware
• Networking
• Troubleshooting
• Ticketing tools
• CRM
• B.Tech or B.E.