As a Technical Level 3 Engineer you will be responsible for providing assistance to a global client base that will cover North America, Latin America, Europe and Asia Pacific.
In this position you will be responsible for administering technical support, troubleshooting, diagnosing, and resolving technical customer issues.
Replicate issues and test customer configurations, recreate, track, and verify software defects in the field / under lab conditions.
The role will also work in depth with solution architects, remote engineers, product managers and software engineers to develop cutting edge solutions.
You will be a member of a fast-paced, high performing global team that will demand your best and provide the most rewarding experience of your career.
Troubleshooting sessions with customers to debug complex hardware, Windows OS and application level issues.
Leverage the HP TechPulse solution and modern PC management tools (Microsoft Intune, Azure and Config Manager experience required) to proactively manage the customers fleet and help the customer maintain the health of their end point devices.
Provide remediation steps to the customer to fix performance, security, availability and capacity issues. Provide recommendation to avoid future failures and poor device performance.
Understand the customer’s requirements and goals and apply current technology trends to help the customer achieve it.
Work with different groups within HP to provide the best solutions to the customer.
Write scripts and develop remediation workflows to support the customer.
Influence the HP TechPulse analytics product development team to continuously improve the solution.
Stay current on, and maintain an in-depth knowledge of operating systems, hardware systems, peripheral products, modern PC management tools and PC industry trends.
Create and maintain standard operating procedures for delivery.
Train remote engineers and delivery teams on new features, procedures, workarounds and best practices.
Maintain lab environment to replicate customer issues and test new features. This will include environments consisting of components such as Microsoft Intune, Azure, SCCM, ServiceNOW, and Active Directory.
Must be able to support US hours of operation.
Knowledge of Modern PC Management
Knowledge of UEM (unified endpoint management) solutions. Experience with Microsoft Intune, Azure and Config Manager required.
Programming and Scripting Skills
Experience with Windows PowerShell, Batch Scripting, VBscript and / or other scripting languages required.
Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations.
May seek advice in order to make decisions on complex business issues.
Technical Knowledge : Apply advanced technical and business knowledge (e.g. SAP, Java, .NET) to solve application issues that are critical or high-risk.
Independently integrate technical knowledge and business understanding to create superior solutions for HP and for customers.
Incident Management : Resolve single- and cross technology / application incidents independently. Document known errors and work arounds Works with team members, delivery centers, and other HP organizations to resolve unusually complex or cross-technology incidents.
Escalation Management : identify, manage, and lead escalations via established processes.
Problem Management : Proactively and reactively look for solutions to prevent problems from occurring in team / technology area.
Change Management / Implementation : Independently review, implement, and verify changes / solutions of high complexity and risk to meet customer needs.
May lead or participate in a Change Advisory Board.
Configuration Management : Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
Solution Design : Apply HP solutions to meet highly complex customer needs. The solution may include service delivery models for new services.
Quality : May provide feedback / influence change in internal and / or vendor-providedproducts / service offerings.
Project Management : Participate, propose, and / or lead customer and internal projects across technology customers and / or internal businesses / end users' areas, including transformation.
Customer Relationship Management : Influence with customers and / or internal businesses / end users regarding operational details, solutions, and proposals.
Becoming a trusted advisor to the customer. Provides training to end users on applications in area of responsibility. Understands and manages to contract scope.
Teamwork : Work as part of a global, and / or multi-functional team. Lead teams which address operational processes and policies in work area.
Seen as a resource and may mentor less experienced team members within the team in one or more technical- / operational policies / standards or business areas.
Is a trusted advisor inside and outside the team / technology area.
Contract Knowledge : Demonstrates comprehensive understanding of contract obligations across business area. Provides guidance to others to meet contract obligations.
Mentor less-experienced team members on all areas of Applications Management work.
Capacity and Performance Ensures that the Capacity Management process and working practices are effective and efficient.
Evaluates the impact of proposed changes on the capacity design and plan.
Business Continuity Responsible for activities involving damage assessment, co- ordination with other recoveryteams, deciding on recovery steps to take, maintaining records, and providing recovery status reports.
Education and Experience Required :
Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
May have Master's degree in related field. Often holds entry-level certification(s) in work field.
May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience.
Knowledge and Skills :
Typical skills include :
strong) understanding of applications technology in direct responsibility.
ITIL Intermediate level Certified.
Knowledge of ISO20000.
developing) understanding of other technology sub-areas.
General understanding of related technologies.
strong) Customer Service General Project Management.
developing) Influencing Others.
developing) Customer / Vendor Management.
developing) Business Analysis.
developing) General Financial Management.
Strong communications skills; good presentation skills.
Client-facing interpersonal skills. Able to lead Applications Management delivery.
Understanding of cloud computing platforms such Microsoft Azure, AWS is a plus.
Strong understanding of ITIL tools, processes and terminology a plus
You’re out to reimagine and reinvent what’s possible in your career as well as the world around you.
Soare we. We love taking on tough challenges, disrupting the status quo,and creating what’s next. We’re in search of talented people who areinspired by big challenges, driven to learn and grow, and dedicated tomaking a meaningful difference.
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From the boardroom to factory floor, we create a culture where everyone isrespected and where people can be themselves, while being a part ofsomething bigger than themselves.
We celebrate the notion that you canbelong at HP and bring your authentic self to work each and every day.When you do that, you’re more innovative and that helps grow our bottomline. Come to HP and thrive!