Field Technical Support Representative

Description -

HP Customer Support and Services Onsite Delivery

HPs Customer Support & Services On-site Delivery organization works with our customers to effectively manage their IT needs across their businesses across the world. Our Field Tech Support Reps the backbone of our Printer & Personal Systems Services business are assigned to and engage in projects at our customers sites across a wide variety of industry verticals including Retail Financial Services Healthcare Insurance and Manufacturing.

The complexity of technology deployment management and support is creating demand for evolved technology support service offerings that meet performance cost availability reliability security and scalability demands. The appetite for HP Services Support is expanding rapidly as enterprises of all stripes realize they cant do it onsite organization will provide the best in class customer experience for our customers.

Role of Field Technical Support Representative

The On-site Delivery team requires a new Field Support Representative to service our customers in the Greater Ottawa Area. The Field Technical SupportRepresentativeis crucial to post sales service delivery. Youll be involved in the repair of a variety ofHP Print and Graphics Hardware and Personal Computers as well as have exposure to networking products and operating systems. You will be responsible for delivering high quality onsite hardware support service to a large customer base from Enterprise to SMB customers. Youll install and repair print systems laptop and desktop computers workstations graphic print products and peripherals at various customer locations with minimal also run on-site and remote diagnostics and support account managers in a 24/7 environment.

Customer Support (CS) supports HPs Printing and Personal Systems organization that includes personal computers technical workstations printers graphics solutions managed-print services and internet services. The CS organization is committed to delivering the best customer experience and service delivery.

Applies developed knowledge of the job skills company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.

Responsibilities:

• Primary contact for all customer related service issues that are assigned.
• Interact with Customers to ensure a high level of Customer satisfaction following established procedures.
• Establish and promote professional business relationships with our customers.
• Provide information to HPsystems to fulfill real time administrative needs.
• Achieve productivity and quality goals as set forth by management.
• Deliver standard services.
• Configure system hardware software and network components.
• Perform installations reinstallations maintenance and repairs on Customer equipment.
• Provide advanced product support for volume products.
• Provide break-fix reactive support and installation for low-end/mid-end and high-end products.
• Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
• Handle Customer-relation problems promptly and appropriately escalate issues according to established procedures.
• Provide software service post- sales or service delivery support and solve applications problems for remote or local accounts on standard and specialized systems.
• Provide direct post-sales systems technical support to end users and HP Authorized Service Providers.
• Solve technical problems on an assigned hardware and software platforms
• Use proactive monitoring procedures/tools to identify problem prevention opportunities.

Education and Experience Required:

• Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience.
• Must possess a validOntario drivers license. Travel is required within the Greater Toronto Area and South Western Ontario.

Knowledge and Skills:

• Relevant product/company knowledge.
• Very strong analytical and technical problem-solving skills.
• Strong and professional communications skills; proficient in oral written and telephone communication skills.
• Fundamental presentation skills.
• Ability to gather relevant information systematically and to solve problems anticipate needs develop and propose solutions and gain agreement.
• Ability to build and maintain ongoing relationships with customers peers and support partners.
• Ability to effectively interact and communicate with people at all levels.
• Perform reporting and administrative functions. Manage time effectively.
• Self-motivated individual with a commitment to excellence and willing to accept new challenges in a dynamic environment.
• Identifies/resolves complex malfunctions runs system diagnostics/tests and installs a wide variety of hardware and software.
• Highly motivated by customer satisfaction and enjoy working in a TEAM environment with various teams in the support area.
• Knowledge of corporate organization job and policies.
• Advanced knowledge of operating systems and software.
• Ability to develop Customer relationships.
• Ability to perform while under high-pressure situations.
• Ability to work in a team environment.
• Basic networking O/S and troubleshooting knowledge.
• Detailed understanding of general/technical aspects of the onsite system repair job.

About HP
HP creates new possibilities for technology to have a meaningful impact on people businesses governments and society. A Fortune 500 Company HP brings together a portfolio that spans printing personal computing software services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HP invents engineers and delivers technology solutions that drive business value create social value and improve the lives of our clients. HP Canadas Talent Acquisition processes involve the use of technology including but not limited to artificial intelligence (AI) tools to support the screening assessment and selection processes. These tools are designed to enhance fairness and efficiency and all hiring decisions are reviewed by our recruitment team to ensure alignment with HPs hiring standards and applicable Provincial employment laws. This job posting is for an existing vacancy or a position expected to become vacant in the near future.

Compensation and Benefits
The on-target earnings (OTE) range for this role is $55650to$ within this range will be based on the review of experience skills and internal equity.
As a full time employee of HP Canada you will be eligible to participate in the companys group benefit programs including medical dental life insurance and disability coverage subject to the terms and conditions of the applicable plans. During your employment term you will receive 15 paid vacation days per year prorated based on your start date. Detailed information regarding benefitswill be provided upon hire and is subject to the terms and conditions of the applicable plans.

Equal Opportunity Employer:
HP Canada is an equal opportunity employer. We welcome the many dimensions of diversity. Upon request by qualified candidates accommodation of special needs may be considered during all stages of the selection process within the framework of the HP Accommodation Policy. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment please Note: This option is reserved for applicants needing a reasonable accommodation related to a order to satisfy our contractual obligations with clients the successful candidate will be required to pass a basic standard Criminal Records check. You will also be required to sign off on HPs Confidentiality Non-Solicitation and Conflict of Interest Agreement.

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Equal Opportunity Employer (EEO) -

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information review HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal