Hewlett Packard Enterprise Company Technical Support Engineer in Guangzhou, China
Technical Support Engineer
Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
Response to customers' queries and concerns with professional communication skill from HP customer assistants. To achieve industry leading customer satisfaction and loyalty through delivery of high level technical support to HP enterprise customers. Take total ownership of customer issues, understand their environment and the issues impact. Guide customers to go through necessary trouble shooting processes and efficiently solve customers' hardware or Software issues. Prepare report and documentation in English to customer about root cause analysis and suggestion. Engage with HP's local and worldwide resources to assist in issue resolution. Learn enterprise server, storage, network product and total solutions and technologies by reading the manuals and online help or by taking formal/informal training courses. Perform routine tasks, such as weekly review and attending team meetings. Facilitate the success of other parts of HP through collaborative problem solving, knowledge sharing and proactive activities.
12 years enterprise product relevant support experienceor <= 10 years IT relevant experience
BS in Computer Science or equivalent. Speak Cantonese without accent. Fluent communication in both written and oral English. Preferable with TOEIC B+ or CET-6 or equivalence English testing result. Commit to comply with the company process and discipline. Having strong mind-set of customer first. Experienced in one or multiple of the IT area, like Windows, Linux, VMware, UNIX, network administration etc. Customer POST-SALES technical support experience is preferable. Responsible, flexible and enthusiastic Strong analytical skill and effective problem solving ability. Strong interpersonal and teamwork skills Willing to work under pressure and in extra time Quick learner, with ability to understand complex systems thoroughly and to change them efficiently Motivated to share experience and help / guide others Certification of IT industry is preferable, like CCNA, MCSE, VCP, etc.
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