Computing - Advance Technical Support engineer

Being part of the Customer Support organization , the Advanced Technical Support and Customer Assurance (ATS&CA) teams provide world class technical elevation and proactive account management to customers and partners globally.One of those teams -the ATS&CA Computing EMEA team- is covering Europe, Middle East, and Africa (EMEA) theatre, has the charter to provide efficient technical elevations’ resolution, while preventing them by ensuring technical know-how, for all customer facing outsourced companies providing post-sales services on behalf of HP.

As an Advance Technical Support Engineer for Computing business, you’ll be part of a broader team of 16 people, located in Bangalore, India, along with the manager based in Bangalore. You will develop subject matter expertise to solve common and complex hardware & software issues within established guidelines.

As an Advance Technical Support Engineer for Computing business, you’ll be part of a broader team of 16 people, located in Bangalore, India, along with the manager based in Bangalore. You will develop subject matter expertise to solve common and complex hardware & software issues within established guidelines.

Your primary accountability will be solving those customer technical incidents that the first level of support (mainly contact centers) are not able to solve (the most complex and new technical issues). Your day-to-day activities will require you to investigate, troubleshoot and resolve customer’s technical issues, both remotely and live. You will be supported by a group of technical experts in the 3LS,R&D organization, but at the same time you will need to focus on technical elevation prevention, by leading the relationship with the first level technical support to raise their technical level and limit the number of cases they are not able to solve.

Key responsibilities are:

• 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- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions /clients.
• Understand and utilize ITIL (Information Technology Infrastructure Library)
• Represent and lead an HP team in , industry conference/trade show, vendor meeting, etc. supporting the technical / IT

Qualification:

• First Level University degree or equivalent working experience.
• 1-3 years’ experience in relevant technologies and customer environments.
• Minimum 24 months or above in ENT job level
• Ability in troubleshooting in a technical environment (experience on that area is a plus)
• Software and hardware knowledge of computing, storage and peripheral devices.
• Superior customer service skills.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.

Competencies and skill set:

• English language skills (excellent).
• Self-driven person, taking ownership and able to drive end to end initiatives
• Good communication & presentation skills, internal and towards external partners – demonstrates the ability to convey complex ideas and effectively reach agreements with a diverse audience
• Capability to work across different IT environments
• Leadership skills
• Demonstrates the ability to drive strategic outcomes autonomously.
• Strong analytical and problem-solving skills – capacity to interpret complex data
• Demonstrated ability to drive change across functions; change management knowledge is a plus.