Hewlett-Packard
Technical Solutions Consultant
Bengaluru Area, India, IN - Information Technology and Services
Job Description:
An Individual will be responsible for:
o Review and approve system assurance technical document
o Reviewing the customers host environment and work with the customer to fix the discrepancies before an any planned InForm OS/Patch upgrades
o Work in accordance to schedules activities and ensure all the relevant documents have been shared with the customer or CE in advance
o Plan and prepare a detailed technical implementation guides and share it with the CE in advance
o Validate customer system health condition and address if any problem with the system by engaging relevant teams
o Deploy a Patch, InForm OS, SP code as per the schedules
o Setting inbound/outbound connection
o Setup Secure Network Migration
o Customer orientation/Demo of a new installed product
o Assist CE with new installation/system upgrade/software upgrades
o Work with cross functional teams to fix an issue if it is outside the Deployment scope which are identified during Deployment tasks
o Work with Escalation team to open a bug with engineering for a solution
o Create knowledge base articles
o Professional communications with customers and service partners when providing remote support of Deployment activities.
o Ensuring all field activities are properly logged and documented at the completion of each activity.
o Meticulously follow defined process in all Deployment activities
o Meeting Customer Satisfaction and team goals.
o Performing other duties as assigned.
o Participate in internal team meeting as in and when required
· Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
· Respond to service, product, technical, and customerrelations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
· Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
· Evaluate unique or complex installations or configurations and make recommendations for resolution.
· Articulate clearly in writing and verbally. Add case resolution to Knowledge Management Service (KMS).
· Represent HP in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
· Engages team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met
· Develop partnership with and assist the Sales Pursuit team.
· Confident and eager to take on additional more complex tasks
· Deliver at least 1 internal training session/quarter (includes prep + delivery) which is aligned with business needs
Qualifications :
Education and Experience Required:
o Science/Technical Graduate
o Overall 4 to 6 years of IT experience
o Min 2 to 4 years of Enterprise Storage/Storage Area Network product support experience
o Experience in Deploying the Enterprise Products and supporting Enterprise Operating system would be an added advantage
o Willing to work in 24/7 shift environment
o Excellent Spoken English and written communications
o Good team player and a high level of dedication, enthusiasm, motivation.
Knowledge and Skills Required:
o The ideal candidate must be fluent in English and possess excellent spoken and written communications skills.
o Must have a strong commitment to exceptional customer service; and a high level of dedication, enthusiasm, motivation.
o Applies broad understanding of technical innovations & trends to solving customer business problems.
o Establishes thought leadership in technical specialty area with customers
o Demonstrated ability to work as the lead for large complex projects
o Has demonstrated extensive hands-on level skills with related technologies
o Has the ability to appropriately tailor communications to varying levels of customer management
o Extensive level of industry acumen; keeps current with trends and able to converse with client on issues and challenges
o Demonstrates strong communications skills with executive managers
No salary provided
Posted July 14, 2014 at 10:56AM from LinkedIn http://ift.tt/1ra8Tqf
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