Monitoring & Support Engineer- Managed Collaboration Services

Description -

• This role is responsible for effectively Monitor Poly Devices & supporting Collaboration Room devices plus resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and addressing complex challenges. The role also sets the services organization's direction aligned with customer needs, represents the organization in various activities, supports initiatives for business growth through technology, and leads projects with a fresh perspective to achieve operational and strategic goals.

The role contributes proactively to projects through research and data analysis to ensure project success and customer satisfaction. The role also establishes and monitors product service metrics, identifying gaps and recommending corrective measures in a timely manner.

Responsibilities

• Monitor the Managed Conference Collaboration Devices

• Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems.

Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues.

• Engages in cooperative efforts with regional and global teams concerning the planning, execution, and evaluation of service and support initiatives.

• Collaborates closely with cross-functional teams to minimize potential disruptions to service delivery, ensuring seamless operations.

• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.

• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

· Take ownership of assigned issues and see them through to resolution, ensuring timely and effective resolution.

· Determine the best solution based on the issue and details provided by customers.

· Perform remote troubleshooting, including reading and understanding logs and diagnostics.

· Escalate issues to the appropriate team when necessary.

· Document identified issues, solutions, and troubleshooting steps for future reference.

· Contribute to the continuous improvement of support processes and knowledge base.

· Provide excellent customer service and ensure customer satisfaction.

Education & Experience Recommended

• Bachelor's degree in computer science, Computer Engineering, or a related field.

• Typically has 4-5 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications

• ITIL Certifications

· Poly/ Zoom Nexthink/1E/ Techpulse related work experience & certifications are desired

Knowledge & Skills

• Computer Science

• Customer Relationship Management

• Technical Services & Support

• Customer Support

• Debugging

• Operating Systems

• Root Cause Analysis

• TCP/IP

• Computer Network

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope

• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

• Learns to apply basic theories and concepts to work tasks.

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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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 HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"