Description -

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 Advanced Technical Support Engineer for Computing business, you’ll be part of a broader team of 15 people, located in Bangalore, India, along with the manager based in Bangalore. You will develop subject matter expertise to solve common and complex Personal Systems(Commercial & Consumer) 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:

• Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.
• 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.

Preferred Certifications
• ITIL Certifications

Knowledge & Skills
• Amazon Web Services 
• Automation
• Computer Science
• Artificial Intelligence Skills
• Customer Relationship Management
• Customer Support
• Debugging
• Operating Systems -  Windows,Chrome OS, Linux
• Product Support
• Python (Programming Language)
• Root Cause Analysis
• Scripting
• Software As A Service (SaaS)
• SQL (Programming Language)
• TCP/IP
• Technical Services
• Technical Support
• Unix
• Workflow Management


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

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex 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.

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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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"