Customer Solution Center Servers Engineer

Job description

This resource successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.

Business Critical Systems (BCS) and it's selling partners support customers" most demanding mission-critical requirements — In these environments, customers are looking for zero unplanned downtime, with total downtime specified in seconds vs. minutes, minimal software updates, data integrity that is never compromised, and system issues that can be predicted and corrected without disruption. BCS creates innovative products and solutions that provide customers with the best choice and flexibility for a customers' mission-critical converged infrastructure.

Key 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 customerrelations 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. Evaluate unique or complex installations or configurations and make recommendations for resolution. Articulate clearly in writing and verbally. Add case resolution to Knowledge Management Service (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 Service Level Agreements (SLA) demands are met, Develop partnership with and assist the Sales Pursuit team.
·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

Desired profile

·Vocational: apprenticeship/certification completion. May be technical or non technical. 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. 1-3 years' experience in relevant technologies and customer environments.
·Relevant industry qualification where applicable.
·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 and knowledge. Understand the customer to be an advocated for the customer.

About HP

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world's largest technology company and ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure 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.

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them.

Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.

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