Technical Support/Software Engineer

1 semana atrás

Barueri, São Paulo, Brasil Hewlett Packard Tempo inteiro

Job Summary

  • This role is responsible for utilizing advanced technical expertise in critical business areas or customer groups, resolving complex technical issues, and collaborating on cross-functional projects. The role applies the organization's solutions to meet intricate customer needs and designs specialized technical solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

Key Responsibilities

  • Utilizes advanced technical knowledge to operate one or more critical or high-risk business areas (e.g., server administration, technical security management, performance management) or customer groups.
  • Resolves technical issues involving single or cross-functional areas independently and collaborates with team members to address unusually complex or cross-functional issues.
  • Applies organization's solutions to address highly complex customer requirements, while also designing and implementing technical solutions using specialized industry knowledge.
  • Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
  • Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
  • Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
  • Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
  • Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
  • Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
  • Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience

  • Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
  • Typically has 4-7 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications

  • ITIL Certifications

Key Skills & Knowledge

  • Automation
  • Business Intelligence
  • Customer Relationship Management
  • Customer Support
  • IT Service Management
  • Project Management
  • Technical Services
  • Technical Support
  • Technical Training

Cross-Functional Skills

  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity

Impact & Scope

  • Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

  • Responds to moderately complex issues within established guidelines.

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