Field Support Specialist

4 days ago

Canberra, ACT, Australia Hewlett Packard Full time
Job Description:

The Field Support Consultant will provide delivery support which includes break-fix, installations and proactive account support to the Australia Federal Government in Canberra. The successful candidate must have a minimum TSPV Government Security Clearance to be considered for this role.

Your Key Responsibilities:
  • Apply deep and broad technical background and knowledge of industry trends to operate critical or high-risk technology areas/customer groups.
  • Integrate technical knowledge and business understanding to create solutions for customers.
  • Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues.
  • Resolve technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents
  • Provide expert consulting on a specific technology, application, service offering or market segment.
  • Deliver strategic account support through proactively maintaining high-level technical, operational expertise and understanding of industry trends.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
  • Maintain high-level expertise in area of focus and stay abreast of future technology
  • Lead Customer Expectation management as part of escalation process.
  • Consult with executive customer management to achieve IT operations excellence.
  • Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.
  • Analyze the customer's business, organization, and information systems needs.
  • Develop and grow assigned customer account relationships with complex and strategic accounts.
  • Act as trusted advisor in the consultant role for customer and the company's sales teams.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
About You:
  • TSPV Clearance and ability to work at Defence sites in ACT and surrounds.
  • Technical experience with hardware replacement and repair – any category, does not need to be IT specific, may include electrical, electronic or mechanical skills.
  • Troubleshooting experience – identifying and resolving faults.
  • Ability to follow documentation to increase skill base and knowledge of HPE equipment. eg. Service Delivery Guides, Action Plans, User Manuals.
  • Willingness to collaborate with team members, local and remote, to work on unfamiliar equipment or configurations.
  • Willingness to use self-paced and instructor led HPE training resources to upskill.
  • Ability to work unaccompanied.
  • Willingness to change work priorities as demanded by changing customer needs or priorities.
  • Attention to detail when following processes and recording work activity.
What We Can Offer You:

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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