Support Engineer - II

Job TitleSupport Engineer - II
Job Description
Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But its not just what we do, its who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers needs. Its what inspires us to create meaningful solutions the kind that make a real difference when it matters most.


The world and our customers needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. Thats why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.



In this role, you have the opportunity to make life better


ICAP service team focuses on service delivery, service innovation and technical support. This role is an extended team of NA E2E Delivery team from Bangalore remote center.Were looking for a passionate, customer focused and experienced IT professional with the background of networking, windows and security knowledge, who will be part of Remote center providing support to customers.The Technical support engineer needs to work closely with North America E2E team and provide remote support meeting/exceeding the Key performance indicators.



You are responsible for

Provide remote technical support to North America E2E team.Needs to work remotely and provide support over phone to resolve customer issues.Needs to work in fl exible shifts to support 24/7 model (Any 40 hours in a week) as the need of the business (decided by NA teams needs).Needs to primarily support US time zone (day as well as after hours of US)Meet/Exceed the KPIs for NA Tier2 support teamMonitor the ISP system installed at the customer site for system healthDiagnose and resolves technical hardware, software, and networking issues via remote



To succeed in this role, youll need a customer-first attitude and the following
Excellent verbal communication and written communicationGood understanding of the field (handling customers directly)Ability to communicate effectively with US customers is a mustShould exhibits good listening and comprehension.Flexible working time (mandatory that the person is ready to work as a team with others supporting different shifts as per the business need)Prior experience working with US customers is an advantageRelevant technical degree, (Computer Science, IT an advantage)Learn the product and become an expert to solve maximum calls remotely for L1/L2 support



In return, we offer you

Our benefits are very competitive and designed to your preferences!
We welcome you to a challenging, innovative environment with extraordinary opportunities for you to explore.
A competitive salary package
A variable bonus based on both Philips' results and personal performance
An extensive set of tools to drive your career, including a personal development budget, free training and mentoring
The possibility to buy Philips shares
A healthy work-life balance



How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home for our hybrid roles.Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way. Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.


Our hybrid working model is defined in 3 ways:We believe in the importance of impactful collaboration: There's a certain energy when everyones in the same room that can heighten idea generation and creative friction needed for problem-solving.We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isnt office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.



Why should you join Philips?



Working at Philips is more than a job. Its a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.