Job Description

Monitoring & Support Engineer- Managed Collaboration Services

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Job scope/summary:

This role is responsible for effectively Monitor Poly/Room 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.

Job specifics/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.

• 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.

• Acts as the representative of services within product core teams, ensuring the integration of service requisites into the product development process.

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

• Develops and enhances customer relationships, contributing to overall client satisfaction.

• 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.

Key deliverables/accountabilities:

• Manage Rooms & Provide support for HP worldwide as part of monitoring services.

• Research, diagnose, troubleshoot, and identify solutions to complex technical MCS issues.

Education (degree) and professional experience required:

• Bachelor Degree in computer science, Computer Engineering, Telecommunications, Networks or a related field.

• Typically has 1-2 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field

Other requirements:

• Fluency in English (both written and verbal)

• ITIL Certifications could be an asset

• Demonstrated ability to analyze problems, identify root causes, and implement effective solutions.

• Ability to work independently and as part of a team.

Personal skills and qualities:

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Technical skills (procedures and documents the employee has to be acquainted with):

• Agile Methodology

• Customer Relationship Management

• Key Performance Indicators (KPIs)

• Customer Support

• Debugging

• Operating Systems

• Root Cause Analysis

• Scripting

• TCP/IP

• Technical Service

• Technical Support

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

Job -

Services

Schedule -

Full time

Shift -

Standard Shift (Bulgaria)

Travel -

No

Relocation -

No

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"