Field Technical Support Representative III
HP - Dallas, TX

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1121588

Description

Field Technical Support Rep III,

Printer and Personal Systems Group --Mutiple U.S. Openings IN

ARKANASA

KANSAS

OKLAHOMA

TEXAS, Dallas

Positions require up to 75% travel; company car provided

ABOUT HP

HP provides technology solutions to consumers, businesses and institutions across the globe. Our offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing for consumers, enterprises and small and medium businesses. Our company employs over 320,000 people in 178 countries doing business in more than 40 currencies and more than 10 languages.

HP's focus on people underlies everything we do. Being known as a great place to work makes it easier to attract top talent. For us, being a great place to work is good business. HP people live for the big idea, the next great discovery, the new way of being. To us, "Invent" is more than a word, it's who we are, the very soul of our organization.

Everything we do, we do to make technology more practical, usable, and valuable to our customers.

ABOUT HP TECHNOLOGY SERVICES

HP Technology Services is a global service provider and business integrator delivering solutions with speed, power, precision, and passion.

We have over 6000 consultants and project managers in 110 countries helping clients to realign their IT strategies and make the best use of technology to create or capitalize on business opportunities.

We offer onsite services, Internet and global technology solutions to multi-site, multi-national businesses, including manufacturing, telecoms, automotive, energy, financial services, and other key industries. Services range from warranty and product support to proactive mission-critical and business continuity services, deployment and performance services, security, integrated support for complex multi-vendor environments and software publishing.

ABOUT HP's Printers & Personal Systems Group

HP's Printers and Personal Systems Group works with our customers to effectively manage their IT needs across their businesses, across the world. Our Field Tech Support Reps, the backbone of our Printer & Personal Systems Services business, are assigned to, and engage in, projects at our customers' sites across a wide variety of industry verticals including Retail, Financial Services, Healthcare, Insurance, and Manufacturing.

The complexity of technology deployment, management, and support is creating demand for evolved technology support service offerings that meet performance, cost, availability, reliability, security, and scalability demands. The appetite for Technology Services Support is expanding rapidly as enterprises of all stripes realize they can't "do it all".

About the Field Tech Support Rep III, Printer and Personal Systems

The Field Tech Support Rep III is a advanced-level customer-facing role, responsible for visiting multiple customer sites per day, installing and/or replacing multip-function printers and plotters, potentially spanning multiple cities and/or states. Performs accurate and expedient installation and break/fix of inkjet and laser printerswhile ensuring customer delight, maintaining equipment and vehicle safety, and adhering to an installation schedule.

Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met

Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures

Provide direct post-sales systems technical support to end users and HP Authorized Service Providers

Solve technical problems on an assigned hardware and software platforms

Use proactive monitoring procedures/tools to identify problem prevention opportunities

Accountable for company policies and procedures to complete a wide variety of internal and Customer facing tasks

System level technical knowledge effecting customer business level availability

Independent judgment exercised affecting HP escalation processes

Qualifications

Education and Experience Required:
Required

Qualifications:
Possesses a Bachelor’s degree and 5+ years experience using highly developed troubleshooting skills on on DesignJet printers, high-end multi-function printers and plotters, and PC desktops/laptops

Equal consideration given to those with

an Associate’s degree or Vo-Tech diploma in a technical discipline and 7+ years experience

a high school diploma and 8+ years hands-on experience in highly advanced troubleshooting skills on DesignJet printers, high-end multi-function printers and plotters, and PC desktops/laptops

Well experienced in dealing with customers

Willingness to work a variable work schedule for deployment project type work, characterized by extended days and travel

Ability to read and interpret transportation maps

Ability to accurately conduct equipment inventory

Good driving record / Interstate travel required

Ability to satisfy requirements of a Background investigation and drug screen required

Desired

Skills:
Demonstrates basic problem recognition on common desktop applications and operating systems

Demonstrates basic network and desktop configuration and installation

Possesses knowledge of LAN design concepts, installation, and troubleshooting

Certification in one or more network operating systems

Possesses working knowledge of one or more operating systems

Knowledge and Skills:
Relevant product/company knowledge.

Well developed troubleshooting skills.

Well developed analytical and communications skills.

Proficient in professional oral, and telephone communication skills.

Ability to gather relevant information systematically, and identify needs and solve problems following the instruction.

Ability to maintain and deepen ongoing relationships with customers, peers and support partners.

Ability to mentor and foster improvement in less experienced peers

Ability to effectively interact and communicate with people at operational level.

Perform reporting and administrative functions. Manage time effectively.

Job

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Services

Primary Location

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United States-Texas-Dallas

Other Locations

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United States-Kansas-All, United States-Arkansas-All, United States-Oklahoma-All

Schedule

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Full-time

Job Type

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Experienced

Shift

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Day Job

Travel

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Yes, 75 % of the Time

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Hewlett-Packard Company, or HP, is a multinational information technology corporation headquartered in Palo Alto, California, USA. HP got...