Обратите внимание

13 апреля 2016

Holiday Inn «Московские ворота»

20.08.09 : Solution Centre Engineer (Graduate)

Компания: Hewlett-Packard

Условия:

Department: HP Technology Services Delivery Operations

Scope:

Crucial to post sales service delivery, you'll be involved with multi-vendor systems including hardware, software, networking products and operating systems. You’ll deliver remote hardware support service to large enterprise and commercial customers

Responsibilities:

The primary responsibility of the Solution Centre Engineer (SCE) is to manage reactive customer cases to a satisfactory resolution. The work is predominantly in the areas of hardware platform, operating systems, subsystems and products operating on these systems
The SCE is the first level of technical support to our customers. On receipt of a service request the SCE researches a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. You will perform suitable information gathering, analytical troubleshooting and problem research
Qualification of hardware cases involves diagnosis and recommendation of parts for the field engineer, or for direct shipment to the customer, including replacement of whole units. In all cases where a problem gets too complex the SCE is responsible for timely elevation and/or escalation

Role Description:

Mainly working remotely to diagnose or solve customer problems, over the phone, via web collaboration, mail or fax
Work on systems with highly complex configurations
Extensive use of knowledge tools and procedures to identify and solve problems
Initiate Elevations/Escalations in accordance with HP procedures.
Collaborate with the team in case of Elevation/Escalation and implement the actions indicated by the Technical Escalation Manager
Maintain currency with the most recent and innovative technologies within the relevant company strategy
Provide timely and thorough case management and documentation

Key Tasks:

Solve customer cases within appropriate timeframe or diagnose to a level where a person or a part/product can be sent on site
Maintain case ownership
Meet the contractual customer commitments but also fulfil any non contractual agreements entered into with the customer, for example calls back as committed
Update the cases as needed and regularly
Interface with competence centres when elevations or escalations are ongoing
Interface with dispatchers and logistics as needed
Initiate the evaluation/escalation processes
Communicate to the customer successive actions and status periodically (at least once a week)
Knowledge generation and support of customers to use existing knowledge repositories
Promotes HP support initiatives to the customers like ISEE, e-services etc.

Qualifications:

2009 or 2008 Graduate: mandatory requirement!
Degree in Electronics/ Electrical Engineering OR other Technical / Scientific discipline
Technology knowledge (focus on Hardware, Networks, knowledge of Operating Systems)
Linux/UNIX knowledge and computing support background will be an advantage
Good English (intermediate or above), ability to work with technical documentation in English is a must
Excellent oral and written communications skills
Analytical troubleshooting / problem-solving skills
Excited about technology, willingness and ability to learn
Team player: ability and willingness to work with various teams in the support area
Ability to work independently
Strong customer orientation, flexibility, positive-thinking
System administration experience will be an asset
(Recognised accreditations i.e. ASE or ASE Pro, MCP NT Work Stations and Server, MCP Networking Essentials and TCP/IP will be an added advantage, but are not mandatory)

USEFUL LINKS:

Информация перенесена в архив 01.11.09

Все предложения о работе