Field Technical Support Consultant

Description -

Job Summary
• This role is responsible for operating a specific technology domain or customer group with limited risk and complexity. The role integrates technical expertise and business understanding to develop customer solutions, resolving routine technical incidents independently and collaborating on complex ones. The role implements organizational solutions for moderately complex customer needs, contributes to issue resolution and customer expectation management, and engages with internal teams to enhance effectiveness.

Responsibilities
• Operates a designated technology domain (e.g., server administration, technical security management, performance management) or customer group having limited risk and complexity.
• Integrates technical prowess and business comprehension to devise solutions for customers.
• Resolves routine technical incidents, within designated scope, independently and collaborates with team members for resolution of more complex incidents.
• Implements organization’s solutions to fulfill moderately complex customer requirements within the designated technical area.
• Resolves problems promptly and appropriately, escalating issues according to established procedures, also contributing to customer expectation management as part of the escalation process.
• Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
• Participates in products, solutions, or services training to maintain technical knowledge, active certification, and competence.
• Keeps stakeholders (e.g., sales, customer, technical peers, management) informed of actions and progress on technical product issues.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education & Experience Recommended
• Four-year Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 0-2 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Preferred Certifications
• ITIL Certifications

Knowledge & Skills
• Automation
• Chemistry
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity
• Learns to apply basic theories and concepts to work tasks.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

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Equal 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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement