This role is responsible for engaging with customers to enhance satisfaction by meeting their needs as well as delivering standardized services that meet established quality benchmarks. The role performs installations, maintenance, and repairs on customer equipment according to industry standards. The role ensures quality services, analyzes IT issues, maintains documentation, and provides site support. The role also acquires skills, adheres to guidelines, supports plans, and performs assigned tasks while maintaining confidentiality.
Responsibilities
Engages in interactions with customers in adherence to established procedures, aiming to ascertain and enhance customer satisfaction by clarifying their needs and ensuring they are met.
Conducts installations, reinstallations, maintenance, and repairs on customer equipment, following industry standards and best practices.
Delivers standardized services that meet established quality benchmarks.
Leverages data from reliable sources to ensure precise alignment with customer product requirements.
Analyzes, troubleshoots, and resolves issues within IT infrastructure, including enterprise systems, servers, storage, and networking.
Maintains departmental documentation on work orders, software, inventory, and other paperwork required.
Provides site support for customer break fix activity and provides technical assistance to third-party and channel authorized service providers.
Acquires job skills and completes routine assignments/tasks, adhering to guidelines, and ensuring confidentiality in all dealings with company data.
Assists in implementing new processes, supports department-level operational plans, and shares technical information with colleagues and clients.
Solves defined problems using established procedures, and delivers basic technical, administrative, or operative tasks under direct instruction and close supervision.
Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 0-2 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.
Preferred Certifications
NA
Knowledge & Skills
Automation
Chemistry
Commissioning
Customer Relationship Management
Customer Support
Electrical Engineering
Electromechanics
Electronics
Environment Health And Safety
Field Service Management
Hand Tools
Key Performance Indicators (KPIs)
Operating Systems
Preventive Maintenance
Process Improvement
Safety Standards
Technical Services
Technical Support
Technical Training
Test Equipment
Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Impact & Scope
Impacts own work and acts as a team member by providing information in support of team efforts.
Complexity
Works on assignments that are routine in nature where limited judgment and/or minimal problem resolution is required.
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
