Support Engineer
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Job Description
Remote Support Engineer at HP providing technical troubleshooting and support for external and internal customers. Responsible for resolving issues and integrating technical knowledge to assist users.
Responsibilities:
- Provide best in class Engineering remote support diagnoses for external and internal customers.
- Responsible for implementing part or all the technical solution to the client, in accordance with an agreed technical design and following the Remote Technical Support processes.
- Remote resolve technical issues from end user’s contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general.
- Integration between different department in the company in order to provide End to End professional complete solution to the customers.
- Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely.
- Provide ongoing ideas on improvement in the field of remote Engineering.
- Integrate technical knowledge and business understanding to create solutions for customer.
Requirements:
- Excellent verbal and written communication skills to interact with customers and internally.
- Experience in a customer facing role (onsite support, remote support or similar) will be valued.
- Advanced Software and hardware knowledge of computing, storage and peripheral devices
- Has sufficient depth and breadth of technical knowledge to be individually responsible to carry out any remote technical support.
- Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
- Able to communicate with internal management confidently and demonstrate the professionalism of the job family.
- Demonstrates the use of consulting skills including: questioning, listening, development ideas.
- Ability to perform while under high-pressure situations.
- Understanding customer needs and setting the right priorities for each case.
- Owns and produces customer documentation. Ability to translate technical details into concise and easy to follow steps.
Benefits:
- Standby After-Hours support based on a rotation schedule
- Equal Opportunity Employer (EEO)
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