Technical Solutions Representative Job at HP

Job description

Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems.
Respond to service, product such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical)
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
Ability to provide direction and guidance to process improvements
Ability to articulate clearly, recommend and explain resolutions /clients.
Understand and utilize ITIL
Represent and lead an HP team in a face to face customer location visit, industry
Conference / trade show, vendor meeting, e.t.c.
Partners actively with the Sales Pursuit team

Role will be based in Port Harcourt

Qualifications
Education and Experience Required:

  • Technical Diploma or equivalent working experience
  • Typically requires 3-5 years general IT related experience, or equivalent combination of experience and college level education.

Knowledge and Skills:

  • Excellent verbal and written communication skills in language to be supported
  • Advanced troubleshooting skills in a technical environment
  • Excellent analytical and problem solving skills
  • Advanced Software and hardware knowledge of computing, storage and peripheral devices
  • Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support
  • Advanced proficiency with case management databases and tools
  • Superior customer service skills
  • Phone and remote support experience. E-support experience, knowledge and resolution ability
  • Ability to solve and document solutions for usage of other technicians and customers
  • Ability train peers on solutions
  • Ability to take full ownership for resolution with escalated customers
  • Ability to lead technical action plans

Role will be based in Port-Harcourt

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