Field Technical Support

HP; Barueri; Presencial; BRL 90 000 - 120 000; Tempo integral

Resumo da oferta

HP in Barueri, Brazil seeks a Field Technical Support professional to resolve complex incidents and design specialized support solutions for high-risk technology areas. You will cultivate senior-level relationships, manage customer expectations, and coordinate with internal teams to deliver innovative problem-solving and project leadership.

The role requires 4–7 years of relevant experience, strong technical knowledge across systems, security, and maintenance, and ITIL familiarity.

Qualificações

• Four-year or Graduate Degree in mechanical / electrical Science, Information Systems, or related discipline, or commensurate work experience.
• 4-7 years of work experience, preferably with HP products, in customer base, account management, computer customer support, on-site customer support, or mission-critical systems.

Responsabilidades

• Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas or customer groups.
• Resolves incidents involving single or cross-technology independently and collaborates with team to address complex incidents.
• Applies HP solutions to address highly complex customer requirements and designs support solutions using specialized industry knowledge.
• Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
• Cultivates and maintains relationships up to senior management levels in assigned accounts.
• Resolves problems promptly and escalates issues per procedures, leading escalation as needed.
• Collaborates with internal groups to resolve client issues and improve team effectiveness.
• Interprets business challenges and recommends best practices to improve products, processes, or services.
• Solves difficult problems with a fresh perspective and manages projects independently.
• Leads moderate to high complexity projects with professional reports and supports strategic plans.

Conhecimentos

Automation

Commissioning

Customer Relationship Management

Customer Support

Electrical Engineering

Electromechanics

Electronics

Environment Health And Safety

Field Service Management

Hand Tools

KPIs

Operating Systems

Preventive Maintenance

Process Improvement

Safety Standards

Technical Services

Technical Support

Technical Training

Test Equipment

Formação académica

Four-year or Graduate Degree in mechanical / electrical Science, Information Systems, or any other related discipline or commensurate work experience

Descrição da oferta de emprego

Field Technical Support

Description -

Job Summary

This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization’s solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

Responsibilities

• Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.
• Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.
• Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.
• Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
• Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
• Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
• Collaborates extensively with internal groups to resolve client issues, actively contributing to the team’s effectiveness.
• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
• 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 mechanical / electrical Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications

• ITIL Certifications

Knowledge & Skills

• Automation
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

• Responds to moderately complex issues within established guidelines.

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.

#LI-POST

Job - Services

Schedule

Full time

Shift

No shift premium (Brazil)

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”