Description -
At HP, the future is yours to create
What a Field Technical Support Specialist, Poly does at HP:
- Apply developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
- Work on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
- Exercise independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.
As a Field Technical Support Specialist, Poly, your major duties are:
- Apply advanced technical knowledge to operate one or more technology areas (e.g. VoIP or H323 Video, Microsoft Teams Rooms/Zoom Rooms, Microsoft/Linux Servers) or customer groups that are critical or high- risk.
- Integrate technical knowledge and business understanding to create. solutions for customers.
- Resolve single- and cross- technology incidents independently. Work with team members to resolve unusually complex or cross- technology incidents.
- Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Apply HP solutions to meet highly complex customer needs.
- Identify additional services that could lead to future service revenue growth.
- Provide technical consulting during contract renewal discussions.
- Build and maintain strong relationship up to senior management level in assigned accounts.
- Design and deliver support solutions using specific industry knowledge and expertise.
- Assist in managing delivery of industry support solutions.
- Lead Customer Expectation management as part of escalation process.
- Lead cross-team or large programs/projects.
- Coach or guide junior consultants.
We are looking for an individual with:
- Bachelor's degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in AV (audio/video) fields desired.
- Thorough knowledge of HP products and services offerings, HP organization, competition, third party products and market trends.
- Broad knowledge of corporate organization, job, and policies.
- Comprehensive business, technical (audio/video) or functional knowledge at an expert level.
- Communicate tactfully with diplomacy up to senior management levels within an organization.
- Read/write level of English communication.
- Active listening skills and ability to adjust messages to audience level.
- Problem-solving skills (proactive, reactive, and creative).
- Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
- Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation.
- Provide suggestions for operational efficiencies.
#LI-POST
Job -
ServicesSchedule -
Full timeShift -
No shift premium (Japan)Travel -
50%Relocation -
YesEqual Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"
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