Remote Support Engineer — 24x7 On-Call

HP; Tlaquepaque; A distancia; MXN 1.450.000 - 2.047.000; Jornada completa

Descripción de la vacante

HP is seeking a Remote Support Engineer to provide best-in-class engineering remote support for external and internal customers. You will build trusted advisor relationships, diagnose highly complex malfunctions, and contribute to HP’s technical knowledge portfolio.

This role supports clients in North America and requires fluent English. Responsibilities include remote troubleshooting, delivering end-to-end solutions, coordinating with internal teams, and participating in after-hours support on

Formación

• Excellent verbal and written communication with customers.
• Experience in a customer facing role (onsite/remote) is valued.
• Advanced knowledge of computing hardware, storage and peripherals.
• Sufficient depth to carry out remote technical support independently.
• Ability to diagnose issues and implement corrective actions remotely.
• Able to communicate with management confidently and professionally.
• Strong documentation and reporting skills.
• Advanced English proficiency.

Responsabilidades

• Provide remote engineering support and diagnose complex issues for customers.
• Implement all or part of technical solutions remotely per design and processes.
• Remote resolution of issues via predictive and remote tools; coordinate parts/dispatch if needed.
• Coordinate with internal teams to deliver end-to-end solutions.
• Identify and suggest improvements in remote engineering processes.
• Generate clear customer documentation and knowledge base material.
• Offer standby after-hours support on a rotating schedule (24x7 presence).
• Collaborate with team to achieve shared goals.

Conocimientos

Communication skills

Customer facing experience

Hardware & software knowledge

Remote troubleshooting

English proficiency

Documentation/reporting

Consulting skills

Under pressure performance

Educación

High School Diploma

Technical college degree preferred

3+ years customer service experience

Descripción del empleo

HP is seeking a Remote Support Engineer to provide best-in-class engineering remote support for external and internal customers. You will build trusted advisor relationships, diagnose highly complex malfunctions, and contribute to HP’s technical knowledge portfolio.

This role supports clients in North America and requires fluent English. Responsibilities include remote troubleshooting, delivering end-to-end solutions, coordinating with internal teams, and participating in after-hours support on