Field Support Technician

Insight Global; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

A leading consulting firm in Austin, Texas is seeking a skilled professional to apply advanced subject matter expertise in technology consulting. The role involves resolving complex business issues, integrating technical knowledge for effective customer solutions, and managing customer relationships. Ideal candidates will have 5–7 years of experience, strong problem-solving skills, and the ability to communicate effectively with stakeholders at all levels. The position emphasizes customer engagement and technical expertise in high-risk areas.

Qualifications

• 5–7 years of relevant professional experience in a related technical or consulting field.
• Ability to apply advanced technical knowledge across critical technology areas.
• Strong understanding of corporate organizations, roles, and internal policies.

Responsibilities

• Apply advanced expertise to resolve complex business issues.
• Integrate technical knowledge with business understanding to deliver solutions.
• Manage customer relationships and expectations during escalations.

Skills

Advanced technical knowledge

Strong problem-solving skills

Effective communication skills

Strong active listening skills

Education

Bachelor’s degree

Associate degree in a technical discipline

Job description

Qualifications

• 5–7 years of relevant professional experience in a related technical or consulting field.
• Bachelor’s degree preferred, or Associate degree in a technical discipline.
• Ability to apply advanced technical knowledge across one or more critical or high‑risk technology areas (e.g., server administration, technical security management, performance management).
• Comprehensive business, technical, or functional expertise at an advanced to expert level.
• Strong problem‑solving skills, including proactive, reactive, and creative approaches.
• Proven ability to exercise independent judgment and handle most unique or complex situations.
• Effective communication skills, including the ability to communicate tactfully and diplomatically with stakeholders up to senior management.
• Strong active listening skills with the ability to tailor messaging to different audiences.

Nice to Have Skills & Experience

• Thorough knowledge of HP products, services, organizational structure, competitors, third‑party solutions, and market trends.
• Broad understanding of corporate organizations, roles, and internal policies.
• Demonstrated consulting skills with the ability to act as a trusted advisor and bring clarity to solution design and decision‑making.
• Deep expertise in core technical competencies with specialized strengths in one or more technical domains.
• Intermediate skills in project management, analysis, communication, and presentation.
• Experience leading teams, programs, or projects in a customer‑facing or consulting environment.
• Proven ability to manage customer expectations and influence outcomes during escalations and complex engagements.

Job Description

• Apply advanced subject matter expertise to resolve common, complex, and cross‑technology business issues within established guidelines.
• Integrate technical knowledge with business understanding to design and deliver effective customer solutions.
• Resolve single‑technology and cross‑technology incidents independently; collaborate with team members on unusually complex issues.
• Proactively and reactively identify solutions to prevent recurring problems within assigned technologies or teams.
• Apply HP solutions to meet highly complex customer requirements and business needs.
• Identify opportunities for additional services that may drive future service revenue growth.
• Provide technical consulting and expertise during contract renewal and expansion discussions.
• Build, maintain, and manage strong customer relationships up to senior management level within assigned accounts.
• Design, deliver, and assist in managing industry‑specific support solutions.
• Lead customer expectation management as part of the escalation process.
• Act as a team or project leader by guiding team activities, validating information, and supporting consensus‑based decisions.
• Coach, mentor, and guide junior consultants.
• Provide recommendations to improve operational efficiency and service delivery.
• Exercise independent judgment to identify, evaluate, and select appropriate solutions within defined policies and practices.
• Seek guidance when appropriate to address highly complex or unique business situations.
• This role is a emphasis on being a driving role and PC Break/Fix.