Offers “Hp”

Expires soon Hp

Technical Solutions Cons IV

  • Alpharetta, USA
  • Marketing

Job description

Technical Solutions Cons IV

  

Job Description:

   

AMS ALF Problem Management Team’s provide support to minimize business impact of service disruptions and reduce future disruptions using proven ITIL best practices.  They action trend and root cause analysis, document solutions and workarounds, and keep stakeholders informed as issues are remediated.  The Problem Management Team maintains a high level of customer satisfaction by clarifying customer and organizational needs and ensures that they are met per defined agreement

Responsibilities:

·  Collaborate with Incident and Change Management to mitigate and resolve issues.
·  Respond to service, product, technical and customer-relations questions on subjects such as features, specifications, and repairs on current products, parts and options based on customer specifications.
·  Properly escalate unresolved issues to appropriate internal and external teams
·  Follows-up with the internal and external teams to ensure their issue is fully resolved
·  Evaluate unique or complex installations or configurations and make recommendations for resolution.
·  Track problem trends through resolution, within agreed service level.
·  Performs onsite and remote new store validations to confirm readiness for day 2.
·  Analyze and action problem trend reporting

Education and Experience Required:

·  ACMA Certification
·  ITIL Certification

Knowledge and Skills:

·  Strong analytical skills
·  Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
·  Proven track record of working collaboratively to improve the customer’s experience
·  Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
·  Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
·  Able to manage relationships with peers and managers as it relates to support and services
·  Ability to navigate complexity and create collaborative, cross-functional solutions
·  Strong communication, presentation, and relationship management skills
·  Able to translate complex issues in an understandable, organized way
·  Team oriented
·  Positive team player attitude with excellent verbal and written communication skills
·  High level of organizational skills
·  Microsoft Excel
·  All required tools for troubleshooting

Job:
Services

Job Level:
Expert

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.

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