Harshit Lohia

Detail-oriented Senior Technical Support Engineer with 2 years of experience in enterprise troubleshooting, hardware diagnostics, and complex issue resolution. Expert in managing incident lifecycles via Salesforce and enterprise ticketing tools, consistently maintaining high customer satisfaction (98% CSAT) and strict SLA compliance. Proven track record in collaborating across functional teams to deliver high-quality technical solutions.

Senior Technical Support L1 at Concentrix (2024-05 – Present)

Deliver advanced Tier 1 and Tier 2 technical assistance for the complete portfolio of Dell enterprise products. Perform remote hardware and software diagnostics to resolve complex system malfunctions. Execute end-to-end incident management using Salesforce and Digital Tech Console.

• Deliver advanced Tier 1 and Tier 2 technical assistance for the complete portfolio of Dell enterprise products, including workstations, laptops, monitors, and docks.
• Perform remote hardware and software diagnostics to resolve complex system malfunctions, including memory, hard drive, and OS recovery issues.
• Execute end-to-end incident management using Salesforce and Digital Tech Console, ensuring all technical milestones meet defined SLA parameters.
• Consistently achieve a 98% customer satisfaction rate through effective problem-solving and proactive communication with B2B clients.
• Maintain comprehensive technical documentation and knowledge base records for all resolved cases to improve future response times.

B.A. Programme – Delhi University (2017-01 – 2020-12)