Monitoring & Support Engineer- Managed Collaboration Services at HP Law

Heredia, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

0.0

Posted On

25 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Services & Support, Debugging, Operating Systems, Root Cause Analysis, TCP/IP, Computer Network, Effective Communication, Results Orientation, Learning Agility, Digital Fluency, Customer Centricity

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. Engages in cooperative efforts with regional and global teams concerning the planning, execution, and evaluation of service and support initiatives. 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. 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. Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts. Complexity Learns to apply basic theories and concepts to work tasks. 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. Computer Science Customer Relationship Management Technical Services & Support Customer Support Debugging Operating Systems Root Cause Analysis TCP/IP Computer Network Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity

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Responsibilities

The Monitoring & Support Engineer is responsible for monitoring Managed Conference Collaboration Devices and resolving moderate technical problems. This role involves troubleshooting complex customer-facing technical issues and collaborating with cross-functional teams to ensure seamless operations.