Applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks. Good understanding of the general/technical aspects of the job. Works on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Allocates own time efficiently. Receives general instructions on all work.

Responsibilities

• Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.

• Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures.

• Provide software service, post- sales or service delivery support for local accounts on standard systems.

• Respond to service, product, technical, and Customer- relations questions.

• Support HP delivery team to meet SLA requirements.

• Communicate issues back to Campus or Non-Campus Team Lead or Senior Tech as they develop.

• Act as focal point for Customer site issues raised to local site team when team lead is not available.

• Responsible for repairing/installing local and network printers.

• Responsible for following depot processes at their assigned site.

• Required to perform administrative duties accurately and timely such as inventories, audits, call management ticket updating and closure, asset management, timecards and etc.

• Requires some management supervision and/or technical support to accomplish assigned tasks.

• Self-motivated.

• Perform troubleshooting over the phone and being able to remote into a device and upgrade firmware/etc if required.

• Responsible for all depot activity at their assigned site.

Classification Guidance
The sections below help differentiate between levels to enable consistency.

Education and Experience Required

Minimum Vocational/Diploma/ associate degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with no or less than 1-year relevant working experience.

Knowledge and Skills

• A Certification

• Pass OEM certification courses within 30 days from hire date if required.

• 1 years Break fix and/or IMAC experience on printers.

• Good communication and writing skills.

• Basic networking awareness

• Thorough knowledge of organization and policies.

• Comprehensive business, technical, or functional knowledge, as well as basic project management skills and communication and analytical problem-solving skills.

• Ability to build and maintain ongoing relationships with customers, peers and support partners.

• Ability to perform while under high-pressure situations.

Service Toolkit Recommendations:

• Typical tool set for servicing PC’s and printers.

Hours of coverage:

• Work Mon thru Fri 7AM to 7PM (local time) including 1 hour unpaid lunch.

• Actual shifts will be determined by site.

• May be required to work OT when required by PMO team (weekdays, weekends, Holidays).

Impact/Scope

• Team/call leader acting as a technical resource/mentor to others in the onsite Volume Service Business.

• Escalation direction for Volume Service Business.

Complexity

• Self-assigned project initiative that enhances the team’s support abilities, scores, Customer satisfaction and loyalty results.

• Team responsibility to implement standards and mentor others toward being a liaison between HP and the Customer