Technical Solutions Representative at Hewlett Packard - 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 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