Print Advanced Technical Support Engineer (Boise, ID)

| Boise, ID
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Advanced Technical Support Engineer

Provide remote advanced technical firmware and software and network connectivity support for Commercial LaserJet products to HP customers, Technical Consultants/Partner Service Consultants, L2 Service Engineers, Field technicians, and Contact Centers. The ATS Support Engineer is required to apply portfolio-wide knowledge to deliver prompt resolutions on complex / critical problems and work across the value chain.In addition, the ATS Support Engineer tracks, manages, and drives close loop processes on top issues to prevent problem reoccurrence

Roles and Responsibilities
  • Provide quality solutions for customer issues related to Commercial LaserJet Printer hardware and/or software.
  • Set clear expectations and commitments during the investigation and resolution phases, then drive action plans
  • Provide timely and proactive updates to customers, Field Technicians, Contact Centers, Technical Consultants/Partner Service Consultants and team members.
  • Elevate cases to next level Tech Marketing/R&D as required by conveying case information in a concise and complete way.
  • Document the problem resolution to allow for future reference in Knowledge Database.
  • Provide consulting services for Technical Consultants/Partner Service Consultants, Contact Center and Field technicians as required.
  • Prepare for rollout/NPI of new product/services within defined technical areas.
  • 100% ownership of the cases received and driving it until resolution.
  • Understand the criticality of cases, how to prioritize these cases in existing workload and meets initial response time as defined in Service Level Agreements.
  • Deliver training to partners.
  • Perform Analytics to determine issue and response trends to drive prioritized resolution investment.
  • Prevent future occurrence by driving service response and/or communication of design fix requirements.
Key Performance Indicators
  • Response time and case turnaround time
  • Proactive customer care and communication
  • Feedback from customers (internal and External), peers, managers.
  • Quality Knowledge Database documents that are re-utilized by other engineers.
  • Case elevation within set standards of support model.
  • Performs within the Productivity Measure of the team (scorecard).
Qualifications - Knowledge and Skills:
  • Excellent verbal and written communication skills.
  • Proactive support/backlog management before cases are elevated to next level.
  • Basic project management, communication, and analytical skills. Lead cross-functional team members or small programs/projects.
  • Ability to provide thoughtful analysis of complex ideas/cases; develop and support main points with logically sound reasons and well-chosen examples
  • Understanding of the business and organization to engage in quality programs with cross-functional teams.
  • Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
  • Excellent analytical and problem solving skills.
  • Integrate technical knowledge and business understanding to create solutions for customers.
  • Identify process/technical knowledge gaps in the organization & contribute to process change implementation.
  • Check & Disseminate Technical information to partners.
  • Advanced proficiency with case management databases and tools
  • Superior customer service skills
  • Phone and remote support experience. E-support experience, knowledge and resolution ability.
  • Ability to solve and document solutions for usage of other technicians and customers
  • Ability to lead resolution activities with escalated customers.
Education/Experience Required:
  • Bachelor of Science (BS) in Computer Engineering degree or equivalent or 3-5 years of experience in troubleshooting print hardware, software, solutions or system issues while supporting customer facing and onsite support environment.

About HP

You're out to reimagine and reinvent what's possible-in your career as well as the world around you.

So
are we. We love taking on tough challenges, disrupting the status quo,
and creating what's next. We're in search of talented people who are
inspired by big challenges, driven to learn and grow, and dedicated to
making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP's commitment to diversity, equity and inclusion - it's just who we are.

From the boardroom to factory floor, we create a culture where everyone is
respected and where people can be themselves, while being a part of
something bigger than themselves. We celebrate the notion that you can
belong at HP and bring your authentic self to work each and every day.
When you do that, you're more innovative and that helps grow our bottom
line. Come to HP and thrive!

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About HP

You're out to reimagine and reinvent what's possible-in your career as well as the world around you. So are we. We love taking on tough challenges, disrupting the status quo, and creating what's next. We're in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP's commitment to diversity, equity and inclusion - it's just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you're more innovative and that helps grow our bottom line. Come to HP and thrive!
More Information on HP
HP operates in the Information Technology industry. The company is located in Palo Alto, CA. HP was founded in 2022. It has 174794 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 58 open jobs at HP, click here.
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