Senior Workstation Tech Support & Solutions Lead

HP; Rio Rancho (NM); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Parental leave

Paid holidays

Paid time off

Job summary

HP in United States is seeking a senior customer support engineer to independently handle complex issues, resolving hardware and software problems and providing thorough responses on services and products.

You will guide customers, maintain relationships, coordinate work, mentor junior staff, and contribute to process improvements while aligning with warranty coverage and cross‑department collaboration.

Qualifications

• Typically has 8+ years of related work experience.
• Experience in remote or telephone support environments.
• Strong knowledge of hardware and software troubleshooting.

Responsibilities

• Handle complex customer issues independently following established protocols.
• Resolve difficult hardware and software problems through customer interactions.
• Provide comprehensive product/service explanations, including warranties.
• Proactively guide customers to prevent problems and improve processes.
• Build and maintain trusted relationships across technical user accounts.
• Perform root-cause analysis of outages and trends to inform fixes.
• Coordinate work across departments and identify process improvements.
• Lead complex requests and assign responsibilities for projects.
• Monitor and troubleshoot complex problems with cross-functional teams.
• Mentor lower-level staff to improve organizational performance.

Skills

Active Directory

Agile Methodology

Automation

Computer Hardware

Computer Science

Desktop Support

Help Desk Support

IT Service Management

Linux

Microsoft Azure

Microsoft Office 365

Microsoft Windows 10

Operating Systems

Scripting

ServiceNow

Technical Support

Windows Servers

Education

High School Diploma/GED or higher

Job description

HP in United States is seeking a senior customer support engineer to independently handle complex issues, resolving hardware and software problems and providing thorough responses on services and products.

You will guide customers, maintain relationships, coordinate work, mentor junior staff, and contribute to process improvements while aligning with warranty coverage and cross‑department collaboration.