Modern PC Management - Account Technical Lead
Heredia, Heredia, Costa Rica
hace 5 horas

As an Account Technical Lead, you will participate to the delivery of Adaptive Endpoint Management service for a global client base that will cover North America, Latin America, Europe and Asia Pacific.

In this position you will be assigned to a number of accounts where you will be the Technical expert on the customer solution and will support the Account Delivery manager & Support team to ensure we meet the agreed service level objectives.

The role will also identify opportunities for upsell and will 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.

Responsibilities :

The ATL will be the technical expert for the account and will participate at the different phases of Adaptive Endpoint Management (AEM) Service delivery.

Initial phases will be led by professional services team, during this phase, the ATL will be in a shadow role to gain the knowledge about the customer architecture and specifics.

Upon move to production, the ATL takes over from Professional services team and becomes the account technical expert for both customer & account team.

ATL responsibilities through the project delivery phases are as follows :

Initiation phase : Service Integration, Design and Documentation - Implementation Kickoff :

  • Participate to the customer workshop, led by HP Professional Services team
  • Infrastructure & Delivery setup :

  • Shadow Professional services consultants responsible for the infrastructure setup
  • Capture customer required customizations and associated change requests
  • Work with account team on scoping and pricing change requests
  • Transition to steady state

  • Take over technical lead role from Professional services
  • Work very closely with TTM (Transition and transformation Manager)
  • Continue to work with customer on change requests
  • Steady state

  • Support ADM (Account Delivery Manager) in technical questions
  • Evaluate technical aspects of change requests
  • Work closely with Delivery, Production engineer and Support teams to ensure customer requests & issues are managed timely
  • Provide remediation steps to the customer to fix performance, security, availability, and capacity issues. Provide recommendation to avoid future failures and poor device performance.
  • Work with different groups within HP to provide the best solutions to the customer.
  • Understand the customer’s requirements and goals and apply current technology trends to help the customer achieve it.
  • Stay current on, and maintain an in-depth knowledge of operating systems, hardware systems, peripheral products, modern PC management tools and PC industry trends.
  • 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.
  • Knowledge and Skills :

    The following skillsets are required to be successful in this position :

    Advanced level experience with Modern PC Management / UEM (unified endpoint management) solutions :

  • Microsoft Intune
  • Microsoft Azure
  • Microsoft Config Manager
  • Advanced level experience with Personal Computers, deep knowledge of :

  • Technical understanding hardware chipset technologies and supporting peripherals.
  • Technical understanding of application, firmware, bios and driver deployments.
  • Understand PC performance as it pertains to hardware and software applications.
  • Good knowledge of IT security. Being able to determine if an issue is related to security.
  • Knowledge of Windows Virtual Machines using Hyper-V, VMware Workstation, Virtualbox, etc.
  • Customer-facing skills

  • Customer-focused always.
  • Excellent written / oral communications and analytical skills.
  • Excellent interpersonal skills : consensus building, manage and influence teams.
  • Ability to interface effectively with all levels of management and functional disciplines.
  • Education and Experience Required :

  • Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
  • Desktop Support experience
  • Customer facing experience
  • Project Management experience
  • Experience at a technology company (hardware, cloud, SaaS or large-scale cloud services vendor) is a plus.
  • Additional technology (Security, VMware, Microsoft) certifications a strong plus.
  • Understanding of cloud computing platforms such Microsoft Azure, AWS is a plus.
  • Strong understanding of ITIL tools, processes, and terminology a plus.
  • About HP

    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.

    HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

    Our history : HP’s commitment to diversity, equity and inclusion it's just who we are.

    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!

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