Field Technical Support
HP
- North Sydney, NSW
- Permanent
- Full-time
- Apply advanced technical knowledge to operate one or more technology areas (e.g. Audio Video Communication, Unified Communication & Microsoft/Zoom Rooms).
- Integrate technical knowledge and business understanding to create problem solutions for customers.
- Resolve single- and cross-technology incidents independently. Work with team members to resolve unusually complex or cross-technology incidents.
- Proactively and reactively look for solutions to prevent problems from occurring in the team/technology area.
- Apply Poly| HP solutions to meet highly complex customer needs.
- Identify additional services that could lead to future service revenue growth.
- Build and maintain strong relationships up to senior management level in assigned accounts.
- Lead Customer Expectation management as part of the Business Escalation process.
- Visit onsite to manage Technical/Business Escalations and troubleshooting if required.
- This role may occasionally need after-business hours support depending upon business requirements.
- Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8 years working experience in related fields desired.
- Thorough knowledge of Poly/Cisco Voice & Video products and services offerings, competition, third-party products, and market trends.
- Broad knowledge of corporate organization, jobs, and policies.
- Comprehensive business, technical, or functional knowledge at an expert level.
- Communicate tactfully with diplomacy up to senior management levels within an organization.
- Apply advanced technical knowledge to operate one or more technology areas (e.g. VoIP or H323 Video, Microsoft Teams Rooms/Zoom Rooms, Microsoft/Linux Servers )
- Active listening skills and ability to adjust messages to audience level.
- Problem-solving skills (proactive, reactive, and creative).
- Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
- Provide suggestions for operational efficiencies.
- Australian Market Leader across PC & Print
- A wide and varied product portfolio to market
- Recognised globally as an Employer of Choice and certified as a Great Place to Work 2023
- Cultivates and encourages a diverse and inclusive culture with multiple Business Impact Groups
- Gold Level, Skilled Workplace Accreditation from Mental Health First Aid Australia
- Market Leading Mentoring Program
- Recognised and one of the world’s most sustainable companies
- Wellness Programs
- Flexible work environment
- Supportive team culture
- Also encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.