Field Technical Support Engineer (Enterprise)

HP; Alpharetta (GA); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

FSA

Job summary

HP is seeking a seasoned on-site customer support professional in Alpharetta, GA, to enhance the customer experience by delivering installation information, addressing challenges, and providing software services across pre-sales, post-sales, and service delivery.

The role emphasizes proactive monitoring, site support for break-fix activities, and mentoring the team while identifying improvement opportunities and fostering strong relationships with customers and colleagues.

Qualifications

• High School Diploma/ GED or equivalent
• 6-8 years of related work experience, preferably in HP products or customer support roles
• On-site customer support, mission-critical systems experience a plus

Responsibilities

• Enhances customer experience by providing installation overview, site-specific information, and access to contacts.
• Addresses customer-relations challenges promptly and escalates issues per protocol.
• Offers software services across pre-sales, post-sales, and service delivery to diverse enterprise accounts.
• Delivers tailored solutions to large, complex accounts to meet specific requirements.
• Utilizes proactive monitoring to identify opportunities to prevent problems and improve experiences.
• Provides on-site support for break-fix activities and guides third-party/service providers; leads escalation when needed.
• Applies extensive knowledge to resolve complex issues and recommends improvements.
• Coordinates departmental work, mentors the team, and serves as escalation point for related issues.
• Identifies opportunities for improvement, makes recommendations, and ensures effective business controls.
• Coordinates departmental work within the team and across departments to monitor processes and sustain positive relations with staff and management.

Job description

HP is seeking a seasoned on-site customer support professional in Alpharetta, GA, to enhance the customer experience by delivering installation information, addressing challenges, and providing software services across pre-sales, post-sales, and service delivery.

The role emphasizes proactive monitoring, site support for break-fix activities, and mentoring the team while identifying improvement opportunities and fostering strong relationships with customers and colleagues.