Technical Support Specialist

hace 7 días

Tijuana, Baja California, México Hewlett Packard A tiempo completo

ABOUT HP
You are out to reimagine and reinvent what is possible—in your career as well as the world around you.

So are we. We love taking on tough challenges, disrupting the status quo, and creating what is next.

We are in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.


HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.


Our history:
HP's commitment to diversity, equity and inclusion - it's just who we are.

From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves.

We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day.

When you do that, you're more innovative and that helps grow our bottom line. Come to HP and thrive

We are 55,000 HP employees, united in creating technology that makes life better for everyone, everywhere. And we fervently believe that one powerful thought has the power to change the world. Interested in joining us? Let's talk.

_ Responsibilities:
_

  • Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
  • Respond to service, product, technical, and customer
  • Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
  • Evaluate unique or complex installations or configurations and make recommendations for resolution.
  • Articulate clearly in writing and verbally. Add case resolution to KMS.
  • Represent HP in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
  • Engages team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
  • Develop partnership with and assist the Sales Pursuit team.

_ Education and Experience Required:
_

  • Vocational: apprenticeship/certification completion. May be technical or nontechnical. May include on
- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years.

Associate degree:
first attainable degree at the post-high school level.

Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.), or equivalent experience.


  • 13 years experience in relevant technologies and customer environments.
  • Relevant industry qualification where applicable.

_ Knowledge and Skills:
_

  • Excellent verbal and written communication skills in language to be supported.
  • Experience in troubleshooting in a technical environment.
  • Excellent analytical and problem solving skills.
  • Software and hardware knowledge of computing, storage and peripheral devices.
  • Advanced proficiency with case management databases and tools.
  • Superior customer service skills.
  • Phone and remote support experience. Esupport experience and knowledge.
  • Understand the customer to be an advocated for the customer.
Impact/Scope

  • Confident and eager to take on additional more complex tasks.
  • Deliver at least 1 internal training session/quarter (includes prep + delivery) which is aligned with business needs.
Complexity

  • Ability to take on additional responsibility and ownership compared to entry level. Works more complex cases and is developing key and specific technology skills.

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