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nikitha Jostin

@nikithajostin

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Experienced technical support engineer specializing in laptop hardware and customer-focused troubleshooting.

India

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What I'm looking for

I seek a technical support or hardware role where I can apply troubleshooting and coordination skills, drive quality metrics, learn new technologies, and contribute to high customer satisfaction.

I am an experienced technical support engineer with hands-on expertise in ThinkPad laptop hardware, remote troubleshooting, and operational coordination. Over two years I have delivered timely resolutions, monitored ticketflow, analyzed root causes, and driven warranty-cost and quality metrics to improve service outcomes.

I combine technical PCB knowledge and MS Office skills with strong communication, leadership and team-management experience, having acted as a focal dispatcher and floor coordinator to improve TAT and customer satisfaction. I am eager to learn new technologies and contribute operational improvements in a customer-centric technical support or hardware engineering role.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Concentrix India Private Limited

Nov 2020 - Nov 2022 (2 years)

Provided technical support for ThinkPad laptops, resolving hardware/software issues via phone, email and remote sessions; monitored tickets, performed root-cause analysis and drove warranty cost metrics to improve RDR and PPD.

Ticketing Root Cause Analysis Warranty Metrics (RDR PPD)MS Excel Customer Support SLA Management

Laptop Hardware Engineer

IBM India Private Limited

Oct 2019 - Sep 2020 (11 months)

Served as ThinkPad laptop engineer and coordinator, diagnosing hardware faults, coordinating repairs and dispatch, and ensuring timely resolution to meet SLAs and customer satisfaction targets.

PCB Familiarity Troubleshooting Coordination MS Excel SLA Management