Server Support Engineer ( ISS ) - L1

Job description

Scope:
 
 
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).
Resolve incoming internal or external businesses and end user’s problems via telephone and e-support.
Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).
Proactively assist customers to avoid or reduce problem occurrence.
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 user Service Level Agreements (SLA) demands are met
Begin to partner with and assist the Sales Pursuit team
Is generally engaged in less complex support tasks relative to peers.
High energy team player
Creative and imaginative in developing customer solutions alone or as part of a team
Provides technical support to customers and resellers via incoming customer contacts to HP Global Solutions Centers, focusing on solutions for various hardware faults, business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems, remotely.
Works on complex problems / projects where analysis of situations or data requires an in depth evaluation of multiple factors.
Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
Works on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
Leads and /or provides expertise to functional project teams and may participate in cross-functional initiatives.
 
Responsibilities:
 
Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system for Industry Standard Servers and related products
Assisting end users to avoid or reduce problem occurrences
Work in 24x7 environment, supporting customers worldwide(AME, EMEA, APJ)
Adding case resolution to Knowledge Management System
Engaging support as needed to ensure SLA demands are met
Responding 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 assisting internal or external businesses and end users to avoid or reduce problem occurrence.
Providing direction and guidance to process improvements.
Articulating recommendations and explain resolutions to clients.

Desired profile

Education and Experience Required:
 
High School: completion of post primary level education prior to University study. Typically certified by diploma (i.e., H.S. diploma, “A” levels (U.K), Baccalaureate (France), etc.). 0-1 year experience in relevant technologies and customer environments. Relevant industry qualification where applicable.
 
Knowledge and Skills Required:
 
· 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. E-support experience