Technical Support Specialist

4 weeks ago

North Sydney Council, Australia HP Australia Full time

Job Title: Field Technical Support

Job Summary:

HP Australia is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing advanced technical knowledge to operate one or more technology areas, integrating technical knowledge and business understanding to create problem solutions for customers, and resolving single- and cross-technology incidents independently.

Key Responsibilities:

  • Apply advanced technical knowledge to operate one or more technology areas (e.g. Audio Video Communication, Unified Communication & Microsoft/Zoom Rooms).
  • 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.
  • Apply Poly| HP solutions to meet highly complex customer needs.
  • 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.

Requirements:

  • Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8 years working experience in related fields desired.

Preferred 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.
  • Apply advanced technical knowledge to operate one or more technology areas (e.g. VoIP or H323 Video, Microsoft Teams Rooms/Zoom Rooms, Microsoft/Linux Servers )
  • 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.

About 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

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