Field Technical Support Consultant 4

HP; Illinois; On-site; USD 93,000 - 144,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Generous PTO and parental leave

Job summary

HP is seeking a Field Technical Support Consultant 4 to resolve complex technical issues and guide cross-functional teams. You will represent HP to customers, mentor peers, and drive process improvements while leveraging ITIL practices.

Ideal candidates have 5–7 years in relevant tech environments, strong communication, and deep HP product knowledge. On-site role with travel to customer locations and industry events may apply.

Qualifications

• First Level University degree: technical or non-technical.
• 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.

Responsibilities

• Resolve technical issues from internal/external contacts and proactive systems.
• Answer questions on features, specifications, repairs, warranties and more.
• Proactively assist to avoid or reduce problem occurrence.
• Provide mentoring and guidance to other employees.
• Lead or guide process improvements and HP team interactions.

Skills

Verbal communication

Written communication

Troubleshooting

Analytical thinking

HP products knowledge

Storage systems

Remote support

Customer service

Mentoring

ITIL

Education

Bachelor's degree

BA/BS or equivalent experience

Tools

Case management systems

Remote support tools

Job description

Field Technical Support Consultant 4 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

• 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)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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.

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