HP Senior Technical Support Engineer 

United Kingdom, England, Cambridge 

962663882

The important criteria for joining our support team are:

• Good analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of things.

• Rich technical skills and passionate about new technology and the tech industry.

• Detail-oriented, diligent and with the ability to multi-task and follow through on multiple cases.

• Confidence to operate in a customer facing role, with excellent communication skills.

• Ability to work with minimal direction, pick up new concepts and technologies quickly are highly desirable.

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• Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner

• Perform technical problem diagnosis and resolution

• Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments

• Schedule, manage and health-check customer cloud environments

• Provision and deprovision customer cloud environments

• Assess, analyse and make technical recommendations to improve customer supported cloud platforms

• Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments

• Through effective communication, ensure customers are well informed

• Where appropriate, perform customer follow-ups to gather further information to drive issues through to resolution

• Follow support and business processes accurately with attention to detail. Proactively look for opportunities to improve the efficiency and quality of our services

• Responsibility for customer-facing support of pre-sales prospects, customers and partners.

• Serving as a HP subject matter expert, educating customers on best practices.

• Communicating with customers and stake holders via e-mail, ticket systems and remote conference calls.

Job Requirements:

• Fluent in English

• Exceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfaction

• Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner

• Direct work experience in a similar environment (ideally supporting external clients)

• Experience with managing and supporting customers in a cloud environment or SaaS style service

• Prior experience troubleshooting and maintaining Windows Operating environments

• Knowledge of enterprise endpoint deployment tools

• Solid understanding of networks and networking protocols

The following skills and attributes are a plus:

• Bachelor’s degree in Computer Science/Engineering or related technical degree or equivalent

• Experience deploying, configuring and/or supporting endpoint security products

• Solid understanding of virtualization products and concepts

• Practical working experience with either PowerShell or Python

• Fluency in a second language

What do we have to offer?

• Employee-oriented corporate culture - our « »: we value enthusiasm, regular feedback, trust and respect within our teams. We want to promote meaningful innovation within each and every employee by giving them the opportunity to grow from their mistakes and get new inspirations through collaboration in our regional/global teams

• A well-adjusted work-life-balance due to flexible working hours and home office regulations

• Attractive salary package with additional benefits, such as 30 paid leave days, company pension plans, a long-term time account, bike leasing, employee counselling programs, wellness initiatives etc.

• Multiple Employee Impact Networks such as Next Generation Network, Women’s Network and Pride Network which organize interesting trainings and after-work events to expand your network

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Full time

No shift premium (United Kingdom)

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