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IT Support (Entry Level)
Job Number : 239107
Description
Business Environment
Hp invents.
We never stand still.
We look for new things to do, and new ways to do things we've done before.
IT is a driving force for invention.
Providing
support that helps us to work smarter. Transforming our business
models. Driving our competitive cost structure. Setting up end-to-end
ownership. And making sure we make the most of our resources.
IT
creates the re-usable building blocks with which we assemble integrated
solutions, and deliver the consulting that makes the technology work.
Excellence is the minimum standard acceptable.
Provide
on-line telephone support for United States and Canada employees for
their mobile and desktop users. Utilize knowledge tools, client
management tools and remote control software to resolve at least 80% of
calls on-line, without having to dispatch to service partners or desk
side support technician. Quickly diagnose/triage issues and deliver a
high level of customer. Work effectively with our support partners to
provide the highest quality, competitively priced support to our
customers, which result in customer satisfaction and loyalty.
Major Responsibilities
Responsible
for the development, support, and enhancement of hp's infrastructure
and support of hp's internal clients. This support includes, but is not
limited to these services: corporate voice communication systems,
maintenance and administration of network services, desktop hardware
and application support, Help Desk and security administration.
Specific support areas include Client Services, Communications, Network
Systems, or Production Support.
Qualifications
Job Description
Provide
support to HP end users on their mobile and desktop platforms. Support
consists of high level expertise on standard software application
packages and the environments and platforms in which the business
operate (desktops, laptops, PC-COE, remote access, messaging, etc.).
In-depth knowledge of technical skills in hardware, MS Operating
Systems, Network, Remote Connectivity and process knowledge to ensure
quality in all of the Global Service Desk businesses, infrastructure
support, and documentation. Expert on knowledge tools, client
management tools and remote control software to help resolve at least
80% of calls online, without having to dispatch to service partners or
desk side support technician. Needs to quickly diagnose triage issues
and deliver a high level of customer satisfaction. Monitor queues for
ticket misroutes, unresolved, or those requiring deep investigation.
Assist team with other duties required to maintain the call center
operates smoothly. efreshers.com
Frequently determines methods and procedures for new assignments. May supervise the activities of other non-exempt employees.
Close to be graduated from a Computer Science/ Systems Engineers career or graduated within 12 months
Type of Experience Needed
Client Services: Expert knowledge of Server and Desktop/Laptop Operating Systems, PC/Server Hardware & Data Communications.
Communications:
Intermediate knowledge of local/wide area networks and wireless
networks, HP's voice communication systems - support, administration,
and planning.
Network Systems: Intermediate knowledge of network architecture and distributed operating systems.
Production Support: Basic knowledge of data center operations, processes and job control.
Location : Costa Rica-San Jose, Bangalore
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