HP Recruits Technical Product Support Specialist

Technical Product Support Specialist

job description

The primary function of remote support engineers is to provide in-depth technical and

technological expertise in their particular areas of focus.

- Owns and manages the first technical response to foundation customers

- Takes ownership of cases, interacting directly with customers and partners as needed

- Correctly qualifies new service requests in line with agreed procedures to ensure a

timely & high quality first technical contact

- Evaluates unique or complex installations or configurations to make recommendations

for a resolution

- Adheres to defined processes for management of Sev 1 issues and escalations

- Proactively assists customers to avoid or reduce problem occurance

- Successfully resolves customers’ service requests

- Articulates both in writing and verbally (as required) the case summary & resolution

- Contributes to the knowledge management system in line with KPIs for the role

- Elevates cases to the next level Technical Consultant in line agreed elevation

processes

- Adhere to all agreed support practices, policies and processes

- Provides direction & guidance for process & productivity improvements

The job will involve working in shifts, and providing support coverage over the weekends.

Qualifications

Bachelor’s degree in information technology, computer science, engineering, or other

related field or equivalent experience (4 - 10 years).

Possesses good programming skills and aptitude for understanding complex technical

concepts

Has good knowledge of networking, and support of storage applications. Additoinal

hardware experience, if any, will be an advantage.

Familiar with ITIL practices

Excellent interpersonal skills and communication skills.

Knowledge management skills:creation and re-use of intellectual capital

Willingness to participate in non-standard working-time models(e.g.shift,call

availability,etc..)

Team player: ability and willingness to motivate and support other engineers
 
Skills:

Experience in Windows troubleshooting  along with basic Unix knowledge will be an added

advantage.

 -  Should know database concepts and preferably have some hands on Database

Administration knowledge

 -  Knowledge of any scripting language Perl, python, shell etc will be rred.

Exp 3+ yrs

Ability to work independently and as part of a team with an outstanding customer service

attitude.

Company: Hewlett Packard / HP

Location :   Bangalore

If you meet the above mentioned criteria, apply online

click here

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