Field Technical Support Consultant
Job Summary
Job Description
This role at HP involves applying advanced technical knowledge in areas like Audio Video Communication, Unified Communication, and Microsoft/Zoom Rooms to create problem solutions for customers. Consultants resolve single and cross-technology incidents, proactively prevent issues, and apply Poly HP solutions to meet complex customer needs. They build strong relationships, manage customer expectations, and may require onsite visits for technical/business escalations and occasional after-hours support. Ideal candidates possess 6-8 years of experience, thorough knowledge of Poly/Cisco Voice & Video products, and strong problem-solving and consulting skills.
Must have:
- Apply advanced technical knowledge to operate one or more technology areas (E.g. Audio Video Communication, Unified Communication & Microsoft/ Zoom Rooms).
- Integrate technical knowledge and business understanding to create problem 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.
- Apply Poly HP solutions to meet highly complex customer needs.
- Identify additional services that could lead to future service revenue growth.
- Build and maintain strong relationships up to senior management level.
- Lead Customer Expectation management as part of the Business Escalation process.
- Visit onsite to manage Technical/ Business Escalations and troubleshooting if required.
- Provide after-business hours support depending upon business requirements.
Good to have:
- Bachelor's degree preferred or Associate degree holder (Technical field)
- Thorough knowledge of Poly/ Cisco Voice & Video products and services offerings, competition, third-party products, and market trends
- Broad knowledge of corporate organization, jobs, and policies
- Comprehensive business, technical, or functional knowledge at an expert level
- Communicate tactfully with diplomacy up to senior management levels
- 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)
- 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
- Provide clarity to solution determination
- Provide suggestions for operational efficiencies
7 skills required
Job Details
Description -
What a Field Technical Support Consultant does at HP:
- Apply advanced technical knowledge to operate one or more technology areas (E.g. Audio Video Communication, Unified Communication & Microsoft/ Zoom Rooms).
- Integrate technical knowledge and business understanding to create problem 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 the team/ technology area.
- Apply Poly HP solutions to meet highly complex customer needs.
- Identify additional services that could lead to future service revenue growth.
- Build and maintain strong relationships up to senior management level in assigned accounts.
- Lead Customer Expectation management as part of the Business Escalation process.
- Visit onsite to manage Technical/ Business Escalations and troubleshooting if required.
- This role may occasionally need after-business hours support depending upon business requirements.
Individuals who do well in this role at HP, usually possess:
- Bachelor's degree preferred or Associate degree holder (Technical field).
- with 6- 8 years working experience in related fields desired.
- Thorough knowledge of Poly/ Cisco Voice & Video products and services offerings, competition, third-party products, and market trends.
- Broad knowledge of corporate organization, jobs, and policies.
- Comprehensive business, technical, or functional knowledge at an expert level.
- Communicate tactfully with diplomacy up to senior management levels within an organization.
- 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).
- 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.
- Provide suggestions for operational efficiencies.
#Li-Post
Job -
Services
Schedule -
Full time
Shift -
No shift premium (Thailand)
Travel -
50%
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About The Company
Our vision is to create a world where innovation drives extraordinary contributions to humanity. This vision guides everything we do, how we do it, and why we do it.
Our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire our vision and we are doing everything in our power across climate action, human rights, and digital equity to make it so.
We believe thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.
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