Job Summary

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.Frequently contributes to the development of new ideas and methods.Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.Contribute through trainings to upskill peers or stakeholders.

Responsibilities

Successfully resolve technical issues from incoming internal or external businesses and end user's contacts and proactive notification systems.Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical).Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.Ability to articulate clearly, recommend and explain resolutions /clients. Understand and utilize ITIL.Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. Partners actively with the Sales Pursuit team.Collaborate and coordinate with Business and technical stakeholders both external and internal.Identify potential risk to business or executive escalations

Education & Experience Recommended

First Level University degree Engineering or Technical. Typically 3-4 year completion beyond High School level or equivalent experience.5-7 years experience in relevant technologies and customer environments.Relevant industry qualification where applicable.Communication protocols (SNMP, web services, and networking technologies).Network protocols (TCP/IP, DNS, DHCP, SNMP, etc.) and networking tools (Wireshark, MIB tools…)Knowledge of configuring cloud infrastructure, good understanding of cloud related issues and troubleshooting.Microsoft Internet Information Services (IIS) – general MS IIS web hostingCluster / Network Load Balancer (NLB) usage for high-availability configurationsSecurity concepts and protocols: Authentication / Encryption technics / HTTPS/SSL/TLS / 802.1x / Certificates / IPsecWireless networkingNetworking topologyWindows Server O/S knowledge / Windows updates

Preferred Certifications

SQL database experienceCloud knowledge (Azure, AWS, GCP)Programming/scripting familiarityPrinting firmware, fleet management software.Active Directory knowledgeMacOS knowledgeLinux knowledgeGeneral knowledge of proximity readers and proximity cards formats - used for device authentication.Services understandingProcess and Performance MonitoringBasic printer hardware knowledge

Knowledge & Skills

Excellent verbal and written communication skills in language to be supported.Advanced troubleshooting skills in a technical environment.Excellent analytical and problem solving skills.Advanced Software and hardware knowledge of computing, storage and peripheral devices.Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).Advanced proficiency with case management databases and tools. Superior customer service skills.Phone and remote support experience. E-support experience, knowledge and resolution ability.Ability to solve and document solutions for usage of other technicians and customers. Ability to mentor new agents.Ability train peers on solutions.Ability to take full ownership for resolution with escalated customers.Ability to lead technical action plans.Lead or provide expertise to teams or projects.Highly Developed knowledge of more complex solutions.

Why HP Australia?

Australian Market Leader across PC & PrintA wide and varied product portfolio to marketRecognised globally as an Employer of Choice and certified as a Great Place to Work 2023Cultivates and encourages a diverse and inclusive culture with multiple Business Impact GroupsGold Level, Skilled Workplace Accreditation from Mental Health First Aid AustraliaMarket Leading Mentoring ProgramRecognised and one of the world’s most sustainable companiesWellness ProgramsFlexible work environmentSupportive team cultureAlso encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.

Thanks for taking the time to review our available position, if you think it is a match for your experience and interests please apply today – we are eager to learn more about you!

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