Laptop Hardware Service Technician (L2)

Job Overview

We are seeking a Laptop Hardware Service Technician (L2) with 1 to 3 years of experience to join our team. The role involves diagnosing, repairing, and maintaining laptop hardware and software components both in-house and on-site. You will work with various laptop brands and handle warranty and non-warranty service requests while adhering to company standards.

Responsibilities

• Identify and resolve hardware issues involving motherboards, displays, keyboards, batteries, touchpads, SSDs/HDDs, RAM, hinges, and other internal parts.
• Perform laptop repairs at customer locations and internally at the service center.
• Install, configure, and troubleshoot Windows operating systems, drivers, BIOS settings, firmware, and applications.
• Manage warranty and out-of-warranty repair processes as per company protocols.
• Communicate with customers to schedule service visits and provide timely updates on repair status.
• Maintain thorough documentation including service reports and job sheets.
• Adhere to Electrostatic Discharge (ESD), quality assurance, and safety procedures during repair work.
• Ensure that all service calls are completed within the stipulated turnaround times (TAT) and service level agreements (SLA).

Requirements

• At least 1 year of practical experience in laptop hardware repair at Level 2 support.
• Strong skills in diagnosing hardware faults and replacing components at a detailed level.
• Experience with on-site laptop repairs and software installations or updates.
• Solid understanding of Windows OS, device drivers, BIOS configurations, and basic networking.
• Self-sufficient in troubleshooting and finding efficient hardware solutions.
• Well-organized with strong documentation, reporting, and process compliance capabilities.
• Good communication skills and customer care aptitude.
• Willing to travel for performing on-site service visits.
• Experience servicing popular laptop brands such as HP, Lenovo, Dell, ASUS, Acer, or MSI is a plus.

Skills

• Hardware troubleshooting and repair
• Software installation and system configuration
• Warranty and service management
• Customer communication
• Time management and adherence to service agreements
• Process compliance and documentation
• Problem-solving mindset
• Team collaboration