Indigo Hardware - Remote Support Engineer - ALF01 - Alpharetta,GA,(ALF01)

Job Description :

Provide best in class remote engineering support diagnoses for external and internal customers. 

As trusted advisor, should be self-motivated and will create and maintain effective customer relationships so as to ensure customer satisfaction by providing firsthand resolution to technical highly complex in nature malfunctions. 

Maintain knowledge of leading-edge technologies and actively contribute to HP’s technical knowledge portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer engagement. 
 
Responsibilities:  

• Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue. 

• Responsible for implementing part or all the technical solution to the client, in accordance with an agreed technical design and following the Remote Technical Support processes. 

• Remote resolve technical issues from end user’s contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general. 

• Integration between different department in the company in order to provide End to End professional complete solution to the customers – customer service oriented! 

• Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely. Proper diagnosis and parts identification are key to ensuring proper handover to the FSE (Field Support Engineer). 

• Lead implementation of new tools and technologies as part of the company for future readiness. 

• Provide ongoing ideas on improvement in the field of remote Engineering. 

• Integrate technical knowledge and business understanding to create solutions for customer. 

• Provide On call After-Hours support based on a rotation schedule, with expectation of covering at least one shift each month, supporting 24x7 and 18x6 customer entitlement. 

• Team player - collaboration and ONE TEAM ONE GOAL approach 

Knowledge and Skills: 

• Excellent verbal and written communication skills to interact with customers and internally. 

• Experience in a customer facing role (onsite support, remote support or similar) will be valued. 

• Advanced Software and hardware knowledge of computing, storage and peripheral devices 

• Has sufficient depth and breadth of technical knowledge to be individually responsible to carry out any remote technical support. 

• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan. 

• Able to communicate with internal management confidently and demonstrate the professionalism of the job family. 

• Demonstrates the use of consulting skills including questioning, listening, development ideas. 

• Ability to perform while under high-pressure situations. 

• Understanding customer needs and setting the right priorities for each case. 

• Owns and produces customer documentation.  Ability to translate technical details into concise and easy to follow steps. 

Education: 

• High School Diploma, College Degree in a technical field - preferred 

• Preferred: Minimum three (3) years customer service: Remote, Onsite