Communicate technical issues, requirements, and resolutions between customers and global engineering teams.
Work closely with customers to understand their environments and troubleshoot technical issues effectively.
Ensure all tickets have complete diagnostics, logs, and reproduction steps before escalation.
Collaborate with product and engineering teams to resolve complex issues.
Participate in on-call rotation for critical issues.
Create documentation, knowledge base articles, and troubleshooting guides.
Drive continuous improvement in support processes and customer experience.
Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner.
Assess, analyse and make technical recommendations to improve customer supported SaaS/Cloud platforms.
Follow support and business processes accurately with attention to detail.
Proactively look for opportunities to improve the efficiency and quality of our services
Serve as an HP subject matter expert, educating customers on best practices.
Communicate with customers and stake holders via e-mail, ticket systems and remote conference calls.
Required Skills & Experience
Professional proficiency in English.
5+ years of experience in technical support or similar roles.
Customer-centric mindset with excellent communication skills.
Experience supporting and configuring Microsoft Windows endpoints.
Experience with endpoint management solutions such as Intune and SCCM.
Good understanding of networking protocols with focus on endpoints communicating through firewalls/proxy servers.
Strong analytical and troubleshooting skills.
Preferred Qualifications
Experience with Digital Employee Experience (DEX) tools such as Nexthink, Omnissa, Tanium, ControlUp.
Knowledge of ITSM tools (Salesforce, ServiceNow, Jira, etc.).
Experience working in global support environments.
Education
Bachelor’s degree in Computer Science, related field, or equivalent experience.
Salary
The pay range for this role is $73,800 to $113,650 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)
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.
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.
- Shift -
- No shift premium (United States of America)
- Relocation -
- Yes
- Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"
