Technical Support engineer

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.

Frequently contributes to the development of new ideas and methods.

Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.

Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

Contribute through trainings to upskill peers or stakeholders.

Responsibilities

\u00b7 Successfully resolve technical issues from incoming internal or external businesses and end user's contacts and proactive notification systems.

\u00b7 Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical).

\u00b7 Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.

\u00b7 Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.

\u00b7 Ability to articulate clearly, recommend and explain resolutions /clients. Understand and utilize ITIL.

\u00b7 Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. Partners actively with the Sales Pursuit team.

\u00b7 Collaborate and coordinate with Business and technical stakeholders both external and internal.

\u00b7 Identify potential risk to business or executive escalations

, u2022 Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

First Level University degree Engineering or Technical. Typically 3-4 year completion beyond High School level or equivalent experience.

5-7 years experience in relevant technologies and customer environments.

Relevant industry qualification where applicable.

\u00b7 Communication protocols (SNMP, web services, and networking technologies).

\u00b7 Network protocols (TCP/IP, DNS, DHCP, SNMP, etc.) and networking tools (Wireshark, MIB tools\u2026)

\u00b7 Knowledge of configuring cloud infrastructure, good understanding of cloud related issues and troubleshooting.

\u00b7 Microsoft Internet Information Services (IIS) \u2013 general MS IIS web hosting

\u00b7 Cluster / Network Load Balancer (NLB) usage for high-availability configurations

\u00b7 Security concepts and protocols: Authentication / Encryption technics / HTTPS/SSL/TLS / 802.1x / Certificates / IPsec

\u00b7 Wireless networking

\u00b7 Networking topology

\u00b7 Windows Server O/S knowledge / Windows updates

Preferred Certifications

\u00b7 SQL database experience

\u00b7 Cloud knowledge (Azure, AWS, GCP)

\u00b7 Programming/scripting familiarity

\u00b7 Printing firmware, fleet management software.

\u00b7 Active Directory knowledge

\u00b7 MacOS knowledge

\u00b7 Linux knowledge

\u00b7 General knowledge of proximity readers and proximity cards formats - used for device authentication.

\u00b7 Services understanding

\u00b7 Process and Performance Monitoring

\u00b7 Basic printer hardware knowledge

Knowledge & Skills

\u00b7 Excellent verbal and written communication skills in English

\u00b7 German language is a plus

\u00b7 Advanced troubleshooting skills in a technical environment.

\u00b7 Excellent analytical and problem solving skills.

\u00b7 Advanced Software and hardware knowledge of computing, storage and peripheral devices.

\u00b7 Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).

\u00b7 Advanced proficiency with case management databases and tools. Superior customer service skills.

\u00b7 Phone and remote support experience. E-support experience, knowledge and resolution ability.

\u00b7 Ability to solve and document solutions for usage of other technicians and customers. Ability to mentor new agents.

\u00b7 Ability train peers on solutions.

\u00b7 Ability to take full ownership for resolution with escalated customers.

\u00b7 Ability to lead technical action plans.

\u00b7 Lead or provide expertise to teams or projects.

\u00b7 Highly Developed knowledge of more complex solutions.