Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk. Integrate technical knowledge and business understanding to create superior solutions for HP and for customers.
Incident Management: Resolve single- and cross technology incidents independently. Work with team members to resolve unusually complex or cross technology incidents.
Escalation Management: identify, manage, and lead escalations through L3. Work with others to help manage escalations through L5.
Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs. May lead or participate in a Change Advisory Board.
Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design: Apply HP solutions to meet highly complex customer and/or trade/HPIT infrastructure needs.
Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation.
Customer Relationship Management: Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals. Becoming a trusted advisor to the customer.
Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area. Typically advises or sets direction for:
Group(s) of customers with similar needs
Desired Profile Education and Experience Required:
Bachelors degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May have Masters degree in related field. Often holds entry-level certification(s) in work field. May hold intermediate-level certification(s) in work field. Typically 5+ years of relevant experience
Knowledge and Skills Required:
Typical skills include:
(strong) understanding of technology in direct responsibility
(developing) understanding of other technology sub-areas
General understanding of related technologies
(strong) Customer Service
General Project Management
(developing) Influencing Others
(developing) Customer/Vendor Management
(developing) Business Analysis
(developing) General Financial Management
Experience 5 - 7 Years
Industry Type IT-Software / Software Services
Role Technical Support Engineer
Functional Area IT Software - Network Administration, Security
Education UG - B.Sc - Computers, B.Tech/B.E. - Any Specialization
PG - M.Tech - Any Specialization, M.Sc - Any Specialization, Computers
DOCTORATE - Doctorate Not Required
Keywords L3 Network Engineering, Network Engineering, Customer Service, Project Management, Financial Management, Customer Relationship Management, Solution Design
Hewlett-Packard India Pvt Ltd
Job Posted today