Job description
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve single- and cross technology incidents independently. Work with team members to resolve cross technology incidents.
• Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
• Apply HP solutions to meet customer needs.
• Identify additional services that could lead to future service revenue growth.
• Provide technical consulting during contract renewal discussions.
• Build and maintain strong relationship up to senior management level in assigned accounts.
• Design and deliver support solutions using specific industry knowledge and expertise.
• Assist in managing delivery of industry support solutions.
• Lead Customer Expectation management as part of escalation process.
Qualifications
Education and Experience Required:
Bachelor’s degree preferred or Associate degree holder (technical field) with 3 -5 years working experience as a field support engineer.
Knowledge and Skills Required:
Good knowledge of HP products and services offerings, competition, third party products and market trends
Technology knowledge (focus on infrastructure hardware, thorough knowledge in operating systems required)
Broad knowledge of corporate organization, job, and policies
Comprehensive business, technical or functional knowledge at an expert level
Communicate tactfully with diplomacy up to senior management levels within an organization.
Active listening skills and ability to adjust messages to audience level
Problem-solving skills(proactive, reactive and creative)
Able to employ consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
Well versed in core technical competencies and peaked in some technical area(s) Intermediate skills in project management, communication, analysis and presentation.
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