Ingeniero Técnico en Hardware y Software en Sitio

Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Expert knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. May supervise the activities of other non-exempt employee.

Responsibilities:

  • Hardware Break & Fix activities at customer's main site, including HP / Dell / Lenovo equipment. Help diagnose customer's issue. Resolve Incidents for a non-functioning End User Device by either:

a) Supplier repair or replacement of an End User Device component

b) Shipment for self-service replacement of a user-replaceable component (e.g., power cord, battery)

c) Ship End User Device and self-service installation instructions (limited to Incidents where remote diagnosis determines the End User Device is not repairable)

D) Software Focal Point (both Operating System and applications).

Main Technical Focal point for customer.

Education and Experience Required:

  • Minimum Vocational/Diploma/ University Degree (technical field) with 6+ years of working experience in related fields or Degree holder with 4-6 years relevant working experience.
  • Experience with support of full range of HP products in Customer base.
  • Intermediate English Level.
  • Demonstrated strong knowledge of O/S, UNIX, and networking.
  • Proactive account management experience must meet HA/MCS qualifications.
  • Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by HPE.

Knowledge and Skills:

  • Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
  • Thorough knowledge of administrative or technical.
  • Demonstrate state-of-the-art technical, functional or business knowledge.
  • Recognized as an expert in one or more industry or advanced specialty areas.
  • Demonstrated strong knowledge of O/S, UNIX, and networking.
  • Maximize systems availability as a technical specialist highly trained in heterogeneous data center environments.
  • Demonstrate excellent communication, and presentation skills, with both verbal and written presentation.
  • Prevent unplanned outages or data loss by proactively escalating issues.
  • Superior Customer relationship building skills that help move from transactional relationship to long-term relationship activities with Customer.
  • Ability to perform while under extremely high- pressure situations.
  • Demonstrate skills in management, planning, problem solving, innovation, analysis, communication and negotiation.
  • Secure ITIL knowledgecertification with the ability to communicate business and IT alignment value.
  • Provides leadership and coaching to Field Technical Support Representatives.
  • Develop basic knowledge of change management process and tools.

Customer's requirement:

  • Completion of required training and certifications to perform warranty hardware repair of HP, Dell, and Lenovo devices including warranty parts ordering, repair/replacement, and defective part return.
  • Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by HPE.
  • Familiarity with OSX, iOS, and Android operating systems in order to provide best-effort support to End users using related devices.
  • Working technical knowledge of commercial off-the-shelf (COTS) software to allow for resolution of software application issues.
  • Years of experience: Intermediate, typically 3-5 years of applied skills and experience
  • Have completed industry standard training and certifications to include A+ certification.
  • Ability to utilize Customer-provided knowledge article to resolve issues with client specific applications.
  • Customer-facing "soft skills" including strong verbal and written communications
  • Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.
  • Exercises independent judgment within defined practices and procedures to determine appropriate action.
  • Acts as an informed team member providing analysis of information and limited project input.
  • Evaluates unique circumstances and makes technical and procedural recommendations.

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