Job Summary
- This role is responsible for effectively resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges. The role also sets the services organization's direction aligned with customer needs, represents the organization in various activities, supports initiatives for business growth through technology, and leads projects with a fresh perspective to achieve operational and strategic goals.
Responsibilities
- Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
- Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
- Supports internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
- Exhibits excellent communication skills and integrates case resolutions into the Knowledge Management System (KMS).
- Collaborates seamlessly with external partners, facilitating the seamless adoption of advanced systems while providing unwavering support for innovative services.
- Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
- Represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
- Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
Education & Experience Recommended
- 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.
Knowledge & Skills
- Amazon Web Services
- Automation
- Computer Science
- Customer Relationship Management
- Customer Support
- Debugging
- Java (Programming Language)
- Linux
- Operating Systems
- 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.
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.
Salary:
The pay range for this role is $65,450 to $90,800 USD annually with additional
opportunities for pay in the form of bonus and/or equity (applies to United
States of America candidates only). Pay varies by work location, job-related
knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave (US benefits overview
[https://hpbenefits.ce.alight.com/])
The compensation and benefits information is accurate as of the date of this
posting. The Company reserves the right to modify this information at any time,
with or without notice, subject to applicable law.
