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Description Entry into this title requires Technical Title Plan (TTP) Board Approval. This is a junior level technical position that performs technical project ...
Description Responsible for translating business needs into technical solutions, and defining solutions to problems through reasoned application of information ...
Description Responsible for translating business needs into technical solutions, and defining solutions to problems through reasoned application of information ...
Description Responsible for translating business needs into technical solutions, and defining solutions to problems through reasoned application of information ...
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we've been the ideal workplace for ...
Description Responsible for translating business needs into technical solutions, and defining solutions to problems through reasoned application of information ...
DISH Network L.L.C (Nasdaq: DISH), is the nation's third largest payTV provider and the leader in digital television. As a TV entertainment provider, we are ...
Description Responsible for the consulting, engineering, and operations activities performed at a particular customer location. Identifies changes in telecommunications, ...
Description Overall Purpose: Operates the companys internal data communications systems, including LANs and/or WANs. Key Roles and Responsibilities: Plans, ...
Initial responsibilities for the Technical Services Engineer will be to perform Logistics Support Analysis (LSA) activities. Position will lead into responsibilities ...
For your reference, we have included the original job posting below.
(Evergreen) INDUSTRY STANDARD SERVERS TECHNICAL SUPPORT (SCANDINAVIAN AND BENELUX LANGUAGES
Job Number:
22769100
Company Name:
Hewlett-Packard Company
Job Location:
Clonskeagh, IE
Job Category:
Information Technology
(Evergreen) INDUSTRY STANDARD SERVERS TECHNICAL SUPPORT (SCANDINAVIAN AND BENELUX LANGUAGES
Title: (Evergreen) INDUSTRY STANDARD SERVERS TECHNICAL SUPPORT (SCANDINAVIAN AND BENELUX LANGUAGES Location: Ireland-Clonskeagh The Global Customer Solution Centers are made up of teams that provide remote service; customer access, pre-sales, post-sales, and service delivery. Technical team focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. The NER Value Global Solution Center is responsible for the delivery of these remote services towards our Customers in the NER Region (Belgium, Netherlands, Luxembourg, Denmark, Norway, Sweden and Finland) across standard and extended warranty, and contract business segments. A Remote Solution Center Engineer will be responsible for first level technical support, representing HP, engaging team members for support as required to ensure internal or external business and end users/clients Service Level Agreement demands are met.
Responsibilities: The primary responsibility is to answer Customer inquiries and deliver appropriate technical solutions which leave the Customer completely satisfied. This will include: o Resolving cases from incoming calls, electronic requests by external customers and internal contacts by using tools and troubleshooting processes effectively to clarify and analyze the customer problem with an objective to maximising first contact resolution. o Inputting accurate customer information and problem history/resolution data in all required systems. o Responding to service, product, technical and customer-relations questions on subjects such as features, specifications and repair on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical). o Proactively assisting internal or external business and end users to avoid or reduce problem occurrence. o Evaluating unique or complex installations or configurations and making recommendations for resolution. o Analyzing and developing workarounds to difficult problems across areas of expertise. o Performing research and testing as needed to resolve customer issues. o Retaining ownership of each case until problem is resolved as confirmed by customer. o Proactively identifying cases for elevation to L2/L3 and/or escalation instigating/supporting relevant correct process. o Observing strict compliance to licensing, copyright and trademark legislation. o Protecting confidential, sensitive information and materials. o Accomplishing other duties as required. Candidate's Profile: o Bachelor's (undergraduate) degree or Master's (graduate) degree in a technical/scientific discipline. o Customer oriented, enthusiastic, courteous, assertive, quality conscious and motivated to take charge of both customer engagement and problem resolution. o Demonstrates ability to effectively communicate technical information, concepts and solutions in an effective manner in the designated support language and in English, both verbally and in writing (this includes correct usage of spelling, grammar and punctuation). NOTE: Native required support languages (minimum one required at native level, two or more languages an advantage):French/Flemish, English. o Demonstrates ability to communicate effectively with a diverse set of customers and apply independent judgment in a wide variety of situations. o Demonstrates ability to self-manage, be a team player (with ability to establish positive relationships with team members, internal and external customers and partners). o Demonstrates ability to multi-tasking, flexibility and eagerness to share and acquire knowledge. o Demonstrates excellent customer handling, understanding of customer business impact, and uses these skills to create a customer experience that results in an increased customer satisfaction and loyalty. o Demonstrates experience in troubleshooting in a technical environment. o Demonstrate ability to drive outstanding team morale and maintain highest ethical standards. o Demonstrates ability to deliver market competitive performance balanced between productivity, cost and quality Qualifications Education and Experience Required: o Bachelor's (undergraduate) degree or Master's (graduate) degree in a technical/scientific discipline. o Relevant industry qualification where applicable.
Knowledge and Skills Required: General: o Excellent verbal and written communication skills in language to be supported. o Experience in troubleshooting in a technical environment. o Excellent analytical and problem solving skills. o Software and hardware knowledge of computing, storage and peripheral devices. o Advanced proficiency with case management databases and tools. o Superior customer service skills. o Phone and remote support experience. E-support experience. Required support languages: o Native knowledge of language of minimum one of the following: French/Flemish, English. Two or more of specified languages an advantage. (review this section for each position posted) o Fluent verbal and written English (this includes correct usage of spelling, grammar and punctuation). Required Technical Knowledge and Experience: A suitable candidate would have at least 1 - 3 years experience in troubleshooting in a technical environment and a broad technical knowledge with a proven track of expertise in below technical areas: Hardware Software Blade technologies Windows (SBS) server and enterprise editions Industry Standard Servers Linux Fiber channel Novell Netware RAID technologies SCO Unix Mass Storage and Backup Devices Excellent knowledge of networking Multiple Network Interface Cards protocols like TCP/IP, NetBEUI and Ethernet and Token Ring topologies SPX/IPX Local Area Network technologies Various High-Availability and Back-up software solutions Redundancy features used in Wintel Technology Repeating, Switching and Routing Remote Management Hardware Clustering Technologies Desirable Additional Technical Knowledge: o HP/Compaq Branded Software - Installation and troubleshooting o Bios - Firmware update o Insight Manager/Nimbus o Secure Path o VR,EVM, DRM o VMWare o HP APS certification o MCP's in various Microsoft technologies
Critical Competencies to Drive Business Results: Technical Knowledge Transfer Establishes HP's technical creditability and solution capability within customer's Information Technology (IT) organization through education & assistance. Technical Problem Solving Approaches technical problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution. Services Account Management Ensures customer satisfaction and optimum engagement relationships to build and maintain services business within the account. Up-selling/Cross-Selling Leverages product and solution knowledge to probe customer needs and identify opportunities for up-selling /cross-selling. Customer Experience Management Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support. HPS Business Value Proposition Applies an in-depth understanding of HP Services(HPS) initiatives, goals, and solutions. Client/Customer Relationship Building Demonstrates client-sensitive practices within the account(s) and internal gate-keeping within HP to support building strategic trusted advisor status. Competitive Positioning/Strategy Uses competitive intelligence in account planning and sales activities to develop counter strategies that will neutralize competitive influence on the customer's buying decisions. HPS/BU Business Context Understands the market segments sold into, the business challenges addressed by HPS/Business Unit (BU) solutions, and HP's strategy for market penetration. HPS/BU Solutions Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold. HPS Solution Interfaces Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies. Change Management Develops methods for supporting innovation and change across the organization.
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