Technical Solutions Cons II 2 - 7 Years Bengaluru/Bangalore

Designation	Technical Solutions Cons II (ISS)
Job Description	* Provides technical support to customers and resellers via incoming customer contacts to HP Global Solutions Centers, focusing on solutions for various hardware faults, business systems issue resolution for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems, remotely. * Works on complex hardware problems where analysis of situations or data, diagnostic logs and reports requires an in depth evaluation of multiple factors. * Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. * Works on assignments that are complex in nature and require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions. * Leads and /or provides expertise to functional project teams and may participate in cross-functional initiatives. * Resolving technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system for Industry Standard Servers and related products * Assisting end users to avoid or reduce problem occurrences * Work in 24x7 environment, supporting customers worldwide(AME, EMEA, APJ) * Adding case resolution to Knowledge Management System * Engaging support as needed to ensure SLA demands are met * Responding 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 assisting internal or external businesses and end users to avoid or reduce problem occurrence. * Providing direction and guidance to process improvements. Articulating recommendations and explain resolutions to clients.
Desired Profile	"- High school education or equivalent - Typically requires 10+2+3/5 years general experience or equivalent combination of experience and college level education - Possession of professional certification within a technical field e.g: A+, Server+, MCSE, CCNA etc. will be preferred Provided or led in technical support of an IT environment preferably with experience in supporting servers or over 3 to 4 years of supporting desktops and notebooks Technical Breadth/Depth - Actively builds deeper technical depth in area-of-expertise, and expands knowledge base through development of associated but unfamiliar areas - Actively seeks to improve depth of knowledge & skills in key technologies -- methods, tools, processes - Increases cross-disciplinary skills & knowledge through application to improve work results - Identifies opportunities that span a technical discipline and/or technology - Should possess good knowledge on Servers and hands on experience in hardware troubleshooting would be expected - Should have exposure to Windows Server Operating System - Should have a flair for technology and be abreast of latest technology and developments 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 - Addresses customer questions accurately - Ensures timely and accurate resolution of problems for the customer Customer Troubleshooting/Compliance - Acts quickly to resolve customer issues in a way that retains trust and maintains delight with HP - Demonstrates customer-oriented responsiveness in answering inquiries and troubleshooting issues through compliance - Follows up issue resolution with customers to ensure satisfaction and internally to minimize future repetitions Telephony & E-support Methods - Applies knowledge of communication tools and resources to ensure customer satisfaction and accelerate information requests - Overcomes barriers to face-to-face communication (e.g., through agile responsiveness, compelling personal style, etc.) - Uses collaborative technology to overcome proximity challenges and support customer issues (escalate or elevate issues to L2 if need be) - Understands process and schedule adherence, case logging, and obligation systems Technology Practice Development - Takes ownership for the practice and contributes to the development of Hp's technical standards, direction, and the technical community - Drives adoption of new industry-wide standards - Formalizes and rejuvenates the knowledge base of HP's technical population. - Champions improvements in the environment for the benefit of the broad technical community Services Fundamentals Services Support Policies & Procedures - Applies understanding of HP service organization and functions to support internal and external customer requests - Maintains knowledge of services programs and processes to ensure alignment to work - Accesses service information and contacts in a timely manner in providing accurate responsiveness to customer inquiries Collaborates with organizational stakeholders to recognize and standardize on best practices in service support "
Experience	2 - 7 Years
Industry Type	IT-Software/ Software Services
Role	Team Leader -(Technical)
Functional Area	ITES/BPO/KPO, Customer Service, Ops.
Education	UG - Any Graduate - Any Specialization PG - Any PG Course - Any Specialization
Location	Bengaluru/Bangalore
Keywords	Technical Solutions Cons II ISS
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