Tech Lead Contractual - Associate

Hp; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

HP Inc. Bengaluru-based 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. It also contributes to process improvements and mentors lower-level roles for optimal organizational

Qualifications

• Experience in hardware troubleshooting for desktop and server environments.
• Strong knowledge of Windows operating systems and common peripherals.
• Familiarity with ITIL processes and service management practices.

Responsibilities

• Handle complex customer issues independently, following established protocols.
• Resolve technical problems related to hardware and software through proactive communication with customers.
• Provide thorough explanations about services, products, and technical matters to customers, including warranty terms.
• Mentor lower‑level staff and guide cross‑team collaboration on complex requests.
• Analyze outages, perform root-cause analysis, and implement improvements to prevent recurrence.
• Coordinate departmental work and ensure adherence to quality controls and processes.

Skills

Computer Hardware

Desktop Support

Help Desk Support

Information Technology Infrastructure

IT Service Management

Microsoft Windows 10

Operating Systems

Peripheral Devices

Technical Support

AI Literacy

Tools

ITIL

CompTIA A+

Job description

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.

Preferred Certifications

ITIL, CompTIA A+ or Equivalent certification will be an added benefit

Knowledge & Skills

• Computer Hardware
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Technical Support
• AI Literacy

Cross-Org Skills

• Effective Communication
• Results Orientation
• 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 -

First Shift (India)

Travel -

Relocation -

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"