Field Technical Support Consultant 4

The Field Technical Support Consultant 4 role at HP applies advanced technical expertise to diagnose and resolve complex issues affecting internal and external customers, end users, and business partners. The position also supports process improvement, guides other employees, and represents HP during customer engagements and industry events.

Key Responsibilities

• Resolve complex technical issues reported through incoming internal or external contacts, end-user inquiries, and proactive notification systems.
• Answer service, product, technical, and customer-relations questions covering features, specifications, and repairs for current and discontinued products, parts, and options, aligned with customer entitlement (from warranty through mission-critical requirements).
• Proactively assist internal and external businesses and end users to prevent or reduce the occurrence of problems.
• Mentor and guide other employees, including the ability to document solutions so they can be used by other technicians and customers.
• Provide direction and guidance to support process improvements.
• Clearly articulate, recommend, and explain resolutions to clients.
• Use ITIL to support service and issue management activities.
• Represent and lead an HP team during face-to-face customer location visits, industry conference and trade shows, vendor meetings, and similar activities.
• Partner actively with the Sales Pursuit team.

Required Qualifications

• First Level University degree, technical or non-technical (Bachelor of Arts or Bachelor of Science).
• Typically 3 to 4 years of study beyond high school completion (BA/BS or equivalent experience).
• 5 to 7 years of experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.
• Advanced troubleshooting skills in a technical environment.
• Strong analytical and problem-solving skills.
• Advanced knowledge of software and hardware, including computing, storage, and peripheral devices.
• Specific knowledge and training with HP products, including familiarity across multiple product lines such as proactive, reactive, storage, enterprise systems, and tier 2 or tier 3 support.
• Advanced proficiency with case management databases and tools.
• Strong customer service orientation.
• Phone and remote support experience, including e-support with knowledge and resolution ability.
• Ability to mentor new agents and train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Capability to lead technical action plans and provide expertise to teams or projects.
• Highly developed knowledge of more complex solutions.
• Excellent verbal and written communication skills in the language to be supported.

Technology

• ITIL

Schedule and Work Setup

• Schedule: Full time
• Location: Chicago, IL (onsite)
• Shift: Shift 1
• Premium: 0% premium (United States of America)

Compensation

The pay range for this role is $93,400 to $143,800 USD annually. Additional opportunities for pay may be available in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies based on work location, job-related knowledge, skills, and experience.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)
• Bonus and/or equity (applies to United States of America candidates only)