myITpc IT Support Engineer

Job description

About HP
 
HP is the world's largest provider of information technology infrastructure, software, services, and solutions to individuals and organizations of all sizes. Ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio to serve more than 1 billion customers in over 170 countries on six continents.  HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.
 
At HP, we live for the big idea, the next great discovery. "Invent" is more than a word: it’s who we are.  Our innovations in the key strategic areas of Big Data, Cloud, Mobility, and Security help shape the technology industry.  Everything we do, we do to make technology more practical, usable, and valuable to our customers.  Are you ready to give your career the boost it deserves?
 
Role:  Onsite IT Support Engineer
o   Face-to-Face IT Support Position.
o   Primary responsibility is to resolve employee IT issues – with their PC or mobile devices.
 
o   Role Overview:
§  Participates as a member of an IT technical support and customer service team. 
§  Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts. 
§  Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues. 
§  Provides end-user support across all end user services provided by HP’s IT organization.  
§  Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all HP IT client provided services. 
§  Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support. 
§  Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services.
§  Partners, as required, with members of a given team or other HP IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified.  Identifies potential escalations and proactively alerts management as needed.
§  Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity. 
§  Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk. 
§  Ensures configuration and inventory  management database entries are complete and accurate.
§  Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.   
 
 

Desired profile

Requirements:
Bachelor’s Degree in Computer Science, Business Administration, Information Systems, Electrical Engineering, is required. 
 
Desired:
1-2 years in a corporate Information Technology department providing end user support over a wide range of end user environments. 
Experience with multiple infrastructure environments and understanding their relationships (e.g. operating system, hardware, data center, security, network, voice, mobile devices, end user and server / web related applications).
Experience supporting mobile devices in a corporate IT environment.
Hardware certification such as A or equivalent
Microsoft certification(s) such as MCSE or MCP
Network certification
Experience with business Information Technology (IT) applications (e.g. supply chain, customer relationship management, HR, finance) will be considered a plus.
Basic skills in scripting and / or programming language.
Microsoft certification such as MCSE or MCP
Demonstrated understanding of computer hardware, operating systems functions and components. Must be familiar with multiple makes/models of desktops and laptops and be able to disassemble, troubleshoot and reassemble hardware. Hardware certification like A .  Experience with HP HW and products a significant plus.   
Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.
Strong initiative, problem solving, priority setting, and collaboration skills.
Good organizational and analytical skills. Exhibits a high level of initiative and integrity. Possess creative ability, credibility, and self-confidence while communicating established company policies and providing exceptional customer service and an overall world class employee experience.