Job Descriptions:
Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity.
Integrate technical knowledge and business understanding to create solutions for customers.
Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents.
Apply HP solutions to meet moderately complex customer needs within area(s) of technical responsibility
Participate in Customer Expectation management as part of escalation process
Build relationship with management in assigned accounts.
Sets expectations with customers based on defined parameters Deliver to a limited number of small-medium assigned accounts.
Impact through the accuracy and quality of the services provided on limited account or systems assignment.
Able to set expectations with customers based on defined parameters.
Participate as active member in teams.
Your Profile
Education and Experience Required:
Bachelor’s degree preferred or Associate degree holder (technical field) with 3-5 years working experience in related fields desired.
Knowledge and Skills Required:
Basic knowledge of HP products and services offerings. Communicate effectively to technical level and first-level management within an organization Active listening skills and ability to adjust messages to audience level. Problem-solving skills (proactive, reactive and creative based on clearly defined procedures. Conceptual understanding of Information Technology (IT) environments.
Critical Competencies to Drive Business Results:
Technical Breadth/Depth
Actively builds deeper technical depth in area-of-expertise, and expands knowledge base through development of associated but unfamiliar areas
Service Opportunity Review
Understands HP’s installed base and the range of service contract coverage available, and applies this knowledge to advance and expand opportunities
Customer Experience Management (remote)
Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support
Customer Troubleshooting/Compliance
Acts quickly to resolve customer issues in a way that retains trust and maintains delight with HP
Customer Technical Information Sharing
Builds trust & confidence in HP’s technical consultative capabilities through education & assistance
Services Support Policies & Procedures
Applies understanding of HP service organization and functions to support internal and external customer requests
HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HP Services (HPS)/Business Unit (BU) solutions, and HP’s strategy for market penetration
HPS/BU Solutions
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions – HPS, other Global/General Business Unit (GBU)s, or HP’s partner strategies
HPS/BU Implementation
Understands the strategy and customer requirements involved in deploying software solutions
Change Management
Develops methods for supporting innovation and change across the organization
Problem Solving
Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
Hewlett-Packard Jakarta
