MCS Monitoring and Services at HP Law

Sofia, Sofiya, Bulgaria -

Full Time

Start Date

Immediate

Expiry Date

11 Feb, 26

Salary

0.0

Posted On

13 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, Root Cause Analysis, Debugging, Automation, ITIL Certifications, Scripting, TCP/IP, Effective Communication, Results Orientation, Learning Agility, Digital Fluency, Customer Centricity, Workflow Management, Product Support, Technical Service

Industry

IT Services and IT Consulting

Description

Monitor the Managed Conference Collaboration Devices Resolves moderate technical problems effectively, encompassing hardware and software encountered through interactions with internal and external businesses, as well as end users, utilizing proactive notification systems. Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues. Take ownership of assigned issues and see them through to resolution, ensuring timely and effective resolution. Determine the best solution based on the issue and details provided by customers. Perform remote troubleshooting, including reading and understanding logs and diagnostics. Escalate issues to the appropriate team when necessary. Document identified issues, solutions, and troubleshooting steps for future reference. Contribute to the continuous improvement of support processes and knowledge base. Provide excellent customer service and ensure customer satisfaction. Acts as the representative of services within product core teams, ensuring the integration of service requisites into the product development process. Engages in cooperative efforts with regional and global teams concerning the planning, execution, and evaluation of service and support initiatives. Develops and enhances customer relationships, contributing to overall client satisfaction. Collaborates closely with cross-functional teams to minimize potential disruptions to service delivery, ensuring seamless operations. Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments. Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports. Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Complexity Responds to moderately complex issues within established guidelines. Disclaimer 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. Job - Services Schedule - Full time Bachelor's degree in computer science, Computer Engineering, or a related field. Typically has 4-5 years of work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field or an advanced degree with 3-5 years of work experience. Proven experience in successfully resolving complex technical issues. Demonstrated ability to analyze problems, identify root causes, and implement effective solutions. Ability to work independently and as part of a team. ITIL Certifications Automation Computer Science Customer Relationship Management Customer Support Debugging Operating Systems Product Support Root Cause Analysis Scripting TCP/IP Technical Service Technical Support Workflow Management Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity

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Responsibilities

Monitor Managed Conference Collaboration Devices and resolve moderate technical problems effectively. Take ownership of assigned issues and ensure timely and effective resolution while providing excellent customer service.