Field Technical Support Representative

Hewlett Packard Co.; Ottawa; On-site; CAD 56,000 - 60,000; Full time

Benefits offered by this job

Employee benefits

15 vacation days/year

Job summary

Hewlett Packard Co. in Ottawa, Ontario, is seeking a Field Technical Support Representative to service HP print/graphics hardware, PCs, and networking products at customer sites.

You will install, repair, and diagnose systems on premises, with remote diagnostics and 24/7 support through account managers. The role requires 2–4 years of relevant experience or a degree with 1–2 years, and a valid Ontario driver’s license; travel across the GTA and SW Ontario is expected.

Qualifications

• 2-4 years of related work experience or a degree with 1-2 years experience
• Must have a valid Ontario driver's license
• Travel within the Greater Toronto Area and Southwest Ontario

Responsibilities

• Serve as primary contact for all customer service issues
• Interact with customers to ensure high satisfaction per procedures
• Establish professional relationships with customers
• Provide information to HP systems for real-time administrative needs
• Achieve productivity and quality goals as set by management
• Deliver standard services on-site
• Configure system hardware, software and network components
• Perform installations, maintenance and repairs on customer equipment
• Provide advanced product support for HP volume products
• Provide break-fix support for low-, mid-, and high-end products
• Maintain high customer satisfaction by clarifying needs
• Handle customer-relations problems promptly and escalate as needed
• Provide on-site and remote diagnostics and support to account managers

Skills

Analytical thinking

Technical problem-solving

Customer service

Communication skills

Teamwork

Education

Diploma/Associate degree in technical field

Job description

Field Technical Support Representative Description

Field Technical Support Representative Description - HP Customer Support and Services Onsite Delivery HP's Customer Support & Services On-site Delivery organization works with our customers to effectively manage their IT needs across their businesses, across the world.

Our Field Tech Support Reps, the backbone of our Printer & Personal Systems Services business, are assigned to, and engage in, projects at our customers' sites across a wide variety of industry verticals including Retail, Financial Services, Healthcare, Insurance, and Manufacturing. The complexity of technology deployment, management, and support is creating demand for evolved technology support service offerings that meet performance, cost, availability, reliability, security, and scalability demands. The appetite for HP Services Support is expanding rapidly as enterprises of all stripes realize they can't \"do it all\". The onsite organization will provide the best in class customer experience for our customers.

Role of Field Technical Support Representative

The On-site Delivery team requires a new Field Support Representative to service our customers in the Greater Ottawa Area. The Field Technical Support Representative is crucial to post sales service delivery. You'll be involved in the repair of a variety of HP Print and Graphics Hardware and Personal Computers, as well as have exposure to networking products and operating systems. You will be responsible for delivering high quality onsite hardware support service to a large customer base, from Enterprise to SMB customers. You'll install and repair print systems, laptop and desktop computers, workstations, graphic print products and peripherals at various customer locations with minimal supervision. You'll also run on-site and remote diagnostics and support account managers in a 24/7 environment.

Customer Support (CS) supports HP’s Printing and Personal Systems organization that includes personal computers, technical workstations, printers, graphics solutions, managed-print services and internet services. The CS organization is committed to delivering the best customer experience and service delivery. Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.

Responsibilities

• Primary contact for all customer related service issues that are assigned.
• Interact with Customers to ensure a high level of Customer satisfaction following established procedures.
• Establish and promote professional business relationships with our customers.
• Provide information to HP systems to fulfill real time administrative needs.
• Achieve productivity and quality goals as set forth by management.
• Deliver standard services.
• Configure system hardware, software and network components.
• Perform installations, reinstallations, maintenance, and repairs on Customer equipment.
• Provide advanced product support for volume products.
• Provide break-fix reactive support and installation for low-end/mid-end and high-end products.
• Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
• Handle Customer-relation problems promptly and appropriately, escalation issues according to established procedures.
• Provide software service, post- sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems.
• Provide direct post-sales systems technical support to end users and HP Authorized Service Providers.
• Solve technical problems on an assigned hardware and software platforms.
• Use proactive monitoring procedures/tools to identify problem prevention opportunities.

Education and Experience Required

• Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience.
• Must possess a valid Ontario driver's license.
• Travel is required within the Greater Toronto Area and South Western Ontario.

Knowledge and Skills

• Relevant product/company knowledge.
• Very strong analytical and technical problem-solving skills.
• Strong and professional communications skills; proficient in oral, written and telephone communication skills.
• Fundamental presentation skills.
• Ability to gather relevant information systematically and to solve problems, anticipate needs, develop and propose solutions and gain agreement.
• Ability to build and maintain ongoing relationships with customers, peers and support partners.
• Ability to effectively interact and communicate with people at all levels.
• Perform reporting and administrative functions.
• Manage time effectively.
• Self-motivated individual with a commitment to excellence and willing to accept new challenges in a dynamic environment.
• Identifies/resolves complex malfunctions, runs system diagnostics/tests, and installs a wide variety of hardware and software.
• Highly motivated by customer satisfaction and enjoy working in a TEAM environment with various teams in the support area.
• Knowledge of corporate organization, job, and policies.
• Advanced knowledge of operating systems and software.
• Ability to develop Customer relationships.
• Ability to perform while under high-pressure situations.
• Ability to work in a team environment.
• Basic networking, O/S, and troubleshooting knowledge.
• Detailed understanding of general/technical aspects of the onsite system repair job.

About HP

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. A Fortune 500 Company, 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.

HP Canada’s Talent Acquisition processes involve the use of technology, including but not limited to, artificial intelligence (AI) tools, to support the screening, assessment, and selection processes. These tools are designed to enhance fairness and efficiency, and all hiring decisions are reviewed by our recruitment team to ensure alignment with HP’s hiring standards and applicable Provincial employment laws. This job posting is for an existing vacancy or a position expected to become vacant in the near future.

Compensation and Benefits

The on-target earnings (OTE) range for this role is $55,650 to $60,000 CAD annually. Pay within this range will be based on the review of experience, skills, and internal equity.

As a full time, employee of HP Canada, you will be eligible to participate in the company's group benefit programs, including medical, dental, life insurance, and disability coverage, subject to the terms and conditions of the applicable plans.

During your employment term, you will receive 15 paid vacation days per year prorated based on your start date.

Detailed information regarding benefits—will be provided upon hire and is subject to the terms and conditions of the applicable plans.

Equal Opportunity Employer

HP Canada is an equal opportunity employer. We welcome the many dimensions of diversity. Upon request by qualified candidates, accommodation of special needs may be considered during all stages of the selection process within the framework of the HP Accommodation Policy. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail [e-mail]. Note: This option is reserved for applicants needing a reasonable accommodation related to a disability. In order to satisfy our contractual obligations with clients, the successful candidate will be required to pass a basic, standard Criminal Records check. You will also be required to sign off on HP's Confidentiality, Non-Solicitation and Conflict of Interest Agreement.

Job Details

Job - Services Schedule - Full time Shift - No Shift premium (Canada) Travel - No Relocation - No 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"

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