Field Technical Support Consultant 4

HP•Chicago, IL

2d•$93,400 - $143,800•Onsite

About The Position

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Requirements

First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science).
Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
5-7 years experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.
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, etc.).
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 to mentor new agents.
Ability to train peers on solutions.
Ability to take full ownership for resolution with escalated customers.
Ability to lead technical action plans.
Lead or provide expertise to teams or projects.
Highly Developed knowledge of more complex solutions.

Responsibilities

Successfully resolve technical issues from incoming internal or external businesses and end user's contacts and proactive notification systems.
Respond to service, product, technical, and customer- relations questions on subjects 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 act as a mentor and guide other employees.
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, etc.
Partners actively with the Sales Pursuit team.