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Field Technical Support

7 months ago

North Sydney, Australia Hewlett Packard Full time

**HP** is the world’s leading personal systems and printing company, we create technology that makes life better for everyone, everywhere. Our innovation springs from a team of individuals, each collaborating and contributing their own perspectives, knowledge, and experience to advance the way the world works and lives.

**We are looking for visionaries, like you, who are ready to make a purposeful impact on the way the world works.**

**At HP, the future is yours to create**

**_ Responsibilities: _**
- Integrate technical knowledge and business understanding to create problem solutions for customers.
- Resolve single
- and cross-technology incidents independently. Work with team members to resolve unusually complex or cross-technology incidents.
- Proactively and reactively look for solutions to prevent problems from occurring in the team/technology area.
- Identify additional services that could lead to future service revenue growth.
- Build and maintain strong relationships up to senior management level in assigned accounts.
- Lead Customer Expectation management as part of the Business Escalation process.
- Visit onsite to manage Technical/Business Escalations and troubleshooting if required.
- This role may occasionally need after-business hours support depending upon business requirements.

**_ Education and Experience Required: _**
- Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8 years working experience in related fields desired.

**_ Knowledge and Skills: _**
- Thorough knowledge of Poly/Cisco Voice & Video products and services offerings, competition, third-party products, and market trends.
- Broad knowledge of corporate organization, jobs, and policies.
- Comprehensive business, technical, or functional knowledge at an expert level.
- Communicate tactfully with diplomacy up to senior management levels within an organization.
- Active listening skills and ability to adjust messages to audience level.
- Problem-solving skills (proactive, reactive, and creative).
- Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
- Provide suggestions for operational efficiencies.

**Why HP Australia?**
- Australian Market Leader across PC & Print
- A wide and varied product portfolio to market
- Recognised globally as an Employer of Choice and certified as a Great Place to Work 2023
- Cultivates and encourages a diverse and inclusive culture with multiple Business Impact Groups
- Gold Level, Skilled Workplace Accreditation from Mental Health First Aid Australia
- Market Leading Mentoring Program
- Recognised and one of the world’s most sustainable companies
- Wellness Programs
- Flexible work environment
- Supportive team culture
- Also encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.

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