PC Third Level Support Engineer
HP 4,558 reviews - Houston, TX

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The HP PC Third Level Support (3LS) team handles escalated customer technical issues which demand prompt actions, proactive issue management through detailed planning with 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.


Bachelor's degree in computer science, electrical engineering, computer engineering or a technical discipline

Master’s degree within the past 12 months or next 12 months

Two to five years of experience handling external customer PC issues by managing customer expectations and partnering with other organizations to help troubleshoot and diagnose issues to root cause

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

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 of direct or virtual teams




Primary Location


United States-Texas-Houston




Job Type


Graduate Job



Day Job



Yes, 25 % of the Time

About this company
4,558 reviews
HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like...