Field Technical Support Consultant

Field Technical Support Consultant

Description -

Job Summary
• This role is responsible for utilizing technical expertise to manage a designated technology area or customer group with moderate risk and complexity. The role proactively addresses potential issues, applies the organization's solutions to meet customer requirements, and identifies opportunities for service revenue growth. The role maintains senior-level relationships, contributes to knowledge sharing, and independently resolves moderate scope problems.

Responsibilities
• Utilizes technical knowledge to operate a designated technology area (e.g., server administration, technical security management, performance management) or customer group with moderate risk and complexity.
• Integrates technical acumen and business insight to formulate solutions for customers.
• Resolves the majority of technical incidents, within the designated technical area, independently, and collaborates with team members for resolution of more complex or cross-technology incidents.
• Provides solutions to preemptively address issues within the area of responsibility, recognizes potential escalations and proactively notifies management.
• Implements organization’s solutions to fulfill moderately complex customer requirements within the designated technical responsibility.
• Identifies potential supplementary services that could drive future service revenue growth.
• Offers technical consultation during discussions related to contract renewals and exerts influence over delivery decisions on assigned account plans.
• Builds and maintains strong relationships up to senior management level in assigned accounts.
• Develops conclusions, recommendations, and written reports, contributing proactively through research and data analysis support, and sharing knowledge to foster a knowledge management culture.
• Works independently on moderate scope problems, applying professional expertise, exercising judgment, and resolving various issues by following company policies and procedures.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with little or no work experience.

Preferred Certifications
• ITIL Certifications

Knowledge & Skills
• Automation
• Chemistry
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity
• Responds to routine issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Australia)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

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