Field Technical Support Consultant 4

HP; Chicago (IL); In loco; USD 93.000 - 144.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Parental leave (4–12 weeks)

11 paid holidays

Flexible vacation and sick leave

Descrizione del lavoro

HP, Inc. in Chicago, IL seeks an expert technical specialist to resolve complex issues and lead cross‑functional projects. You will provide direction on solutions, mentor colleagues, and represent HP to external customers.

The role requires 5–7 years of relevant tech experience, strong ITIL knowledge, and excellent communication. You will work with sales pursuit teams and support various HP product lines.

Competenze

• First Level University degree: technical or non-technical.
• Typically 3-4 year completion beyond high school; BA/BS or equivalent experience.
• 5-7 years experience in relevant technologies and customer environments.

Mansioni

• Resolve technical issues from internal or external clients and users.
• Respond to service, product, and customer-relations questions on features and repairs.
• Proactively assist businesses and end users to avoid problems.
• Mentor and guide other employees; lead process improvements.
• Articulate resolutions clearly to clients and teams.
• Represent HP in customer locations, conferences, or vendor meetings.
• Collaborate with Sales Pursuit team on opportunities.

Conoscenze

Verbal communication

Written communication

Troubleshooting

Analytical skills

HP product knowledge

Case management tools

Customer service

Phone and remote support

Mentoring others

Leadership on projects

ITIL familiarity

Formazione

First Level University degree (technical or non-technical)

BA/BS or equivalent experience

Strumenti

Case management databases

HP product lines knowledge

Descrizione del lavoro

Description

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross‑functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Responsibilities

• Successfully resolve technical issues from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a mentor and guide other employees.
• Ability to provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions /clients.
• Understand and utilize ITIL.
• Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners actively with the Sales Pursuit team.

Education and Experience Required

• First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science).
• Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
• 5-7 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills

• Excellent verbal and written communication skills in language to be supported.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem solving skills.
• Advanced Software and hardware knowledge of computing, storage and peripheral devices.
• Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience.
• E-support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Ability to lead technical action plans.
• Lead or provide expertise to teams or projects.
• Highly Developed knowledge of more complex solutions.

Salary

The pay range for this role is $93,400 to $143,800 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)

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

Shift 1, 0% premium (United States of America)

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"