Role: HPC Field Delivery Resident- TC III
Location: Piscataway, NJ
Duration: 12 months
Responsibilities:
• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a team or project leader providing direction to team activities and facilitating information validation and team decision-making process.
• Review and resolve complex business issues.
• Excellent communication skills. Add case resolution to KMS.
• Understand and utilize Information Technology Information Libraries (ITIL).
• Represent the company in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.
Education and Experience Required:
• Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on-the-job training in addition to studies. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level or equivalent experience. BA/BS or equivalent experience preferred.
• 3-5 years’ experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.
Knowledge and Skills:
• Excellent verbal and written communication skills in language to be supported.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem-solving skills.
• Software and hardware knowledge of computing, storage, and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to lead resolution activities with escalated customers.
• Ability to contribute to technical action plans.
• Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).