The HP PC Third Level Support (3LS) team handles escalated customer technical issues which demand prompt actions, proactive issue management and follow up and excellence in customer communications and relations.
This position is responsible for managing and resolving assigned support cases to satisfactory closure within the goal time period based on priority.
This position is also responsible for developing strong internal and external relationships, driving preventive actions to help improve future product quality, and driving continuous improvements that help us work more efficiently and effectively.
A bachelor's degree in computer science, electrical engineering, computer engineering or a technical discipline.
Working knowledge of desktop computer systems and thin client devices
Knowledge of Microsoft and Linux operating systems and thin client computing protocols such as Microsoft RDP and Citrix
Ability to install and configure operating systems and troubleshoot operating system issues
Knowledge of desktop and thin client system configurations and architecture to support design of experiments in problem reproduction and root cause analysis as well as system setup, teardown, and configuration
Excellent oral and written communication skills
Strong project management and organizational skills
Ability to manage multiple active projects in parallel through planning and successful plan execution
A high level of self-supervision and the ability to determine priorities and juggle multiple responsibilities in parallel
Proactive discipline in resolving often complex, escalated issues
Advanced problem solving skills
A passion for the customer
Ability to make sound business decisions and to make difficult decisions involving resources beyond your immediate scope of control
Microsoft, Red Hat, Novell and/or SUSE, certifications are desired
Knowledge of or experience with retail and educational customer usage and requirements is preferred
A strong understanding of leadership (vs. management) with demonstrated leadership being preferred
Yes, 25 % of the Time
Hewlett-Packard Company, or HP, is a multinational information technology corporation headquartered in Palo Alto, California, USA. HP got...