Tech Lead ACS

Hp; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

HP is seeking a Tech Lead ACS to independently handle complex customer issues, troubleshoot hardware and software, and provide detailed responses on services and products. You will mentor junior staff, coordinate work across teams, and contribute to process improvements.

Qualifications

• 8+ years of related work experience, preferably in remote/telephone support or technical customer environments.
• Strong experience with IT operations, hardware/software troubleshooting, and customer interaction.

Responsibilities

• Address complex customer issues independently, ensuring adherence to protocols.
• Resolve technical problems in hardware and software through direct customer interactions and proactive systems.
• Provide comprehensive responses about services, products, and technical matters, including features, specifications, and repairs.
• Guide customers proactively to mitigate problems and participate in process improvement initiatives.
• Establish and maintain trusted relationships within customer accounts across technical users.
• Conduct root cause analysis of outages and trends to deliver effective resolutions.
• Coordinate departmental work and identify opportunities for process improvements.
• Lead and assign responsibilities for complex requests, contributing innovative changes.
• Monitor and troubleshoot complex issues with cross-functional teams to develop recommendations.
• Mentor lower-level roles to enhance organizational performance.

Skills

Active Directory

Agile Methodology

Automation

Computer Hardware

Computer Science

Desktop Support

Help Desk Support

ITIL

Issue Tracking

IT Service Management

Linux

Microsoft Azure

Microsoft Office 365

Microsoft Windows 10

Operating Systems

Peripheral Devices

Scripting

ServiceNow

Technical Support

Windows Servers

Education

High School Diploma or GED

Tools

ServiceNow

Microsoft Azure

Microsoft Office 365

Windows Servers

Job description

Tech Lead ACS

Description -

Job Summary

• This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests. The role also contributes to process improvements, and mentors lower-level roles for optimal organizational performance.

Responsibilities

• Addresses complex customer issues independently, ensuring adherence to established protocols.
• Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranty coverage through mission-critical support.
• Guides customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
• Coordinates departmental work, identifies improvement opportunities, and ensures effective business controls for streamlined processes.
• Leads and assigns responsibilities for complex requests, contributing innovative concepts, and implementing changes for process improvement.
• Proactively monitors and troubleshoots complex problems, collaborating with exempt-level employees to develop recommendations.
• Analyzes tasks, collaborates with internal partners, and provides mentoring and guidance to lower-level roles, aiming to enhance organizational performance.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

NA

Knowledge & Skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers

Cross-Org Skills

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

Impact & Scope

• Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity

• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

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.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

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).

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"