Indigo Remote Technical Expert

HP•Alpharetta, GA

2d•Remote

About The Position

This role is responsible for effectively resolving moderate to complex technical issues encompassing hardware and software across internal and external businesses and end users as well as engaging as a trusted consultant for planning innovative solutions. The role leads representative activities, collaborates to prevent/ mitigate issues, architects and integrates solutions, and contributes to cross-functional projects. The role applies advanced expertise, exercises independent judgment, and fosters relationships while mentoring lower-level employees.

Requirements

Four-year or Graduate Degree in any area, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 7-10 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Amazon Web Services
Automation
Computer Science
Customer Relationship Management
Customer Support
Debugging
Java (Programming Language)
Linux
Operating Systems
Product Support
Python (Programming Language)
Root Cause Analysis
Scripting
Software As A Service (SaaS)
SQL (Programming Language)
TCP/IP
Technical Services
Technical Support
Unix
Workflow Management
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Nice To Haves

ITIL Certifications

Responsibilities

Product Expert (PE) support resource for Remote Support Engineers, providing real time case troubleshooting
Interface with other teams to reduce silos: Focal Point to Field Service Engineers, Regional Specialists, Tech Group and GBU.
Assist in preparation and presentation of training and tech debriefs
Knowledge gap identification
Coaching – 1:1 and team
Proficient in Excel and PowerPoint – reporting, project management, and data analysis skills
Resolves moderate to complex technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.
Sets a strategic compass for the services organization, aligning it with customer needs and coordinating closely with various counterparts.
Acts as a trusted consultant, engaging with stakeholders to strategically plan, coordinate, and architect innovative solutions.
Leads and represents the organization through activities such as customer visits, participation in industry conferences/trade shows, and vendor meetings.
Collaborates with internal or external businesses and end users to prevent or minimize issue occurrences, while also evaluating and resolving complex business challenges.
Architects, deploys, manages, and integrates solutions within specific environments, while also engaging in architecture and design reviews to enhance product quality through insights.
Collaborates cross-functionally for efficient project delivery, enhancing troubleshooting efficiency and user experience, thereby driving successful outcomes.
Supports initiatives aimed at amplifying business opportunities through innovative technologies, positioning the organization at the forefront of industry evolution.
Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.