Technical Support Specialist

hace 15 horas


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Hewlett Packard. This individual will be responsible for receiving and processing incidents submitted through our technical support form, ensuring timely communication with users, and providing effective solutions to technical issues.

Key Responsibilities

  • Troubleshoot technical issues reported by users and provide appropriate solutions.
  • Maintain detailed documentation of incidents and resolutions for future reference.
  • Perform post-migration checks and identify any issues encountered during these checks.
  • Drive issue resolution through ticket war room approach.
  • Conduct assessments of assigned tickets and follow established process to achieve resolution within defined timelines.

Required Skills and Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Proven experience in a technical support role or similar position.
  • Proficiency in ticketing systems and incident management tools.
  • Excellent communication skills, both verbal and written.
  • Ability to work effectively in a team environment and collaborate with cross-functional teams.
  • Strong problem-solving abilities and attention to detail.

Preferred Certifications and Experience

  • Certifications in ITIL, CompTIA, or relevant areas.
  • Prior experience in a customer-facing support role.
  • Familiarity with post-migration processes and checks.

Impact and Scope

This role impacts multiple teams and may act as a team or project leader, providing direction to team activities and facilitating information validation and team decision making process.

Complexity

This role responds to moderately complex issues within established guidelines.



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