Job Description
At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. That’s how we work at HP. And this is how ideas and people grow.HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.HP has an impressive portfolio and strong innovation pipeline across areas such as:Blended reality technology - our unique Sprout by HP will change the way people do things3D printingMulti-function printingInk in the officeTablets, phablets, notebooksMobile workstationsJob scope/summary:The primary responsibility of the Remote Management Center (RMC) Fleet engineer is to maintain the printer fleet of assigned Managed Print Services (MPS) customers in an excellent technical condition, by analyzing printer health, managing printer configurations, delivering proactive services, diagnosing and resolving complex hardware and software technical problems.Job Overview:Maintain the printer fleet of assigned MPS customers in an excellent technical condition, by analyzing printer health, managing printer configurations, delivering proactive services, diagnosing and resolving complex hardware and software technical problems.Key Job Responsibilities:Perform remote support (where customer network access is available) which allows the team to remotely diagnose, configure, monitor, manage, update and Interface with deployed technology (Management Server/ASAP) to remotely monitor and manage customer fleet.Monitor and manage assigned queues for devices.Provide 2nd level support for resolution of non-reporting print devices.Assist in remediation of data collection issues where customer network access is available.Maintain and update applicable documentation: Case documentation & Knowledge articles for cases handled by RMC Fleet Engineers, Customer/Device configuration documents where utilized.Provide L1 support and maintenance for deployed RMC technologies.This may include updating Management Server installed applications, provide support to ADM and other core roles in the field and engage with customers building rapport, trust and network advice where ADM's are not assigned.Work in conjunction with monitoring and analytics team to perform incident trend analysis, identify predictive event opportunities and proactively resolve.Education and experience required:High School Degree in technology, Supply Chain Management, Business AdministrationMinimum of 2 years in a telephone support position in a service or end-user support environment. IT Network knowledge.Knowledge and Skills required:Excellent verbal and written communication skills in English is a mustExperience in troubleshooting in a technical environmentExcellent analytical and problem-solving skillsKnowledge of printer hardware and capabilities in the enterprise environment and experience with configuring Multi-function printers are an advantage.Advanced proficiency with case management databases and toolsExcellent customer services skills with the ability to work in a virtual team environment.Work in a Microsoft Windows environment using various remote network access tools to access customer printer fleets directly. Some administration of direct access infrastructure is expected during the contract run phase; familiarity with Microsoft Windows.Strong ability to build relations with internal business partners and external customers via teamwork, positive attitude and execution.Detail oriented, a strong attention to detail is required regarding data entry and updating critical information, configurations, system settings etcStrong initiative and judgment, resourcefulOwns and manages issue to resolution and know when to engage others
