Senior Technical Support Engineer

Description

This is a fantastic opportunity for an experienced customerfacing Senior Technical Support Engineer (m/f/d) to join our team. Youll be helping make our customers successful by providing highquality efficient support for our virtualizationbased security solutions and cloud customers. The Senior Technical Support Engineer (m/f/d) interacts with our customers and takes ownership of technical issues through to resolution using a variety of tools resources and expertise.

Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. Youll work well within a team but will be able to work through hard problems independently and have a selfmotivated enthusiasm for continuous learning.

The important criteria for joining our support team are:

• Good analytical skills demonstrating the ability to break down complex problems and a desire to get to the bottom of things.

• Rich technical skills and passionate about new technology and the tech industry.

• Detailoriented diligent and with the ability to multitask and follow through on multiple cases.

• Confidence to operate in a customer facing role with excellent communication skills.

• Ability to work with minimal direction pick up new concepts and technologies quickly are highly desirable.

What will you be doing daytoday:

• Fulfil incoming incidents requests and escalations assisting customers and stakeholders in a courteous and professional manner

• Perform technical problem diagnosis and resolution

• Schedule manage and deploy configuration changes/endpoint updates to our customer cloud environments

• Schedule manage and healthcheck customer cloud environments

• Provision and deprovision customer cloud environments

• Assess analyse and make technical recommendations to improve customer supported cloud platforms

• Schedule manage and deploy configuration changes/endpoint updates to our customer cloud environments

• Through effective communication ensure customers are well informed

• Where appropriate perform customer followups to gather further information to drive issues through to resolution

• Follow support and business processes accurately with attention to detail. Proactively look for opportunities to improve the efficiency and quality of our services

• Responsibility for customerfacing support of presales prospects customers and partners.

• Serving as a HP subject matter expert educating customers on best practices.

• Communicating with customers and stake holders via email ticket systems and remote conference calls.

Job Requirements:

• Fluent in English

• Exceptional customer service skills particularly the ability to empathise and follow through tasks to ensure customer satisfaction

• Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner

• Direct work experience in a similar environment (ideally supporting external clients)

• Experience with managing and supporting customers in a cloud environment or SaaS style service

• Prior experience troubleshooting and maintaining Windows Operating environments

• Knowledge of enterprise endpoint deployment tools

• Solid understanding of networks and networking protocols

The following skills and attributes are a plus:

• Bachelors degree in Computer Science/Engineering or related technical degree or equivalent

• Experience deploying configuring and/or supporting endpoint security products

• Solid understanding of virtualization products and concepts

• Practical working experience with either PowerShell or Python

• Fluency in a second language

What do we have to offer

• Employeeoriented corporate culture our HP Way: we value enthusiasm regular feedback trust and respect within our teams. We want to promote meaningful innovation within each and every employee by giving them the opportunity to grow from their mistakes and get new inspirations through collaboration in our regional/global teams

• A welladjusted worklifebalance due to flexible working hours and home office regulations

• Attractive salary package with additional benefits such as 30 paid leave days company pension plans alongterm time account bike leasing employee counselling programs wellness initiatives etc.

• Multiple Employee Impact Networks such as Next Generation Network Womens Network and Pride Network which organize interesting trainings and afterwork events to expand your network

You are convinced to be a perfect match Then join our HP family and apply now!

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties skills responsibilities knowledge etc. These may be subject to change and additional functions may be assigned as needed by management.

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