Technical Support

HP; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology firm in Mexico City seeks a technical support professional responsible for overseeing customer interactions and ensuring satisfaction through proactive problem resolution and service enhancement. Candidates should possess at least a High School diploma alongside 4-6 years of relevant experience. Essential skills include customer support, technical troubleshooting, and familiarity with systems like VMware and Active Directory. Join a dynamic team where continuous improvement and effective communication are valued.

Formación

• Typically has 4-6 years of related work experience, preferably in HP products.
• Customer support experience on site is preferred.
• Experience with Mission Critical systems is a plus.

Responsabilidades

• Maintain high customer satisfaction levels through prompt issue resolution.
• Lead post-sales technical support for end users.
• Utilize proactive monitoring methods to prevent issues.
• Ensure data confidentiality in all processes.
• Collaborate for process improvement and strategy alignment.

Conocimientos

Automation

Customer Relationship Management

Customer Support

Technical Support

Trouble Shooting

SQL

Active Directory

VMware

Windows

SharePoint

DNS

Dhcp

VOIP

Java

Educación

High School Diploma/General Education Diploma (GED)/Higher Secondary education

Descripción del empleo

Job Summary

This role is responsible for leading technical support for end users and authorized service providers utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels by addressing customer‑related issues promptly and offering comprehensive software services for post‑sales and service delivery support. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

Responsibilities

• Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
• Addresses and manages customer‑relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
• Provides comprehensive software services encompassing post‑sales and service delivery support while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
• Leads direct post‑sales technical support for end users and organizations authorized service providers, resolving technical challenges on designated hardware and software platforms.
• Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
• Maintains departmental documentation on work orders, software inventory, and other paperwork required.
• Aligns individual work with strategy, collaborates with teams to enhance operations, and implements process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality and supporting execution of business processes with independent judgment.
• Completes process‑oriented assignments, shares technical information, and supports department‑level operational plans.
• Identifies and solves varied problems and completes day‑to‑day tasks with forward planning and minimal supervision.

Education & Experience

High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence. Typically has 4-6 years of related 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.

Preferred Certifications

NA

Knowledge & Skills

• Automation
• Chemistry
• 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 acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Works on assignments that are moderately complex in nature and require intermediate problem resolution.

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.

Equal Opportunity Employer (EEO) Statement

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 and 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.

Key Skills

• Dhcp
• SQL
• Active Directory
• VOIP
• VMware
• Customer Service
• Windows
• Trouble Shooting
• Java
• VPN
• SharePoint
• Hardware
• DNS
• Technical Support
• Software Applications