ITO Support Specialist III

HP is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, personal computing and access devices, global services, and imaging and printing. Our $4 billion annual R&D investment fuels the invention of products, solutions and new technologies so we can better serve customers and enter new markets. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers.



business environment
The world has changed. Again.

Not so long ago we provided information for business. Today information is the business.

HP services is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments.

We're here for our customers. Putting them first makes us foremost. We don't exist without them.

Our service and support organization works hard at making life easy. Answering queries. Keeping in touch. Sorting out problems. Letting customers know they're valued. And making sure all the other parts of our business understand what customers are thinking.

That way we're always a step ahead. Customers drive our business.

And the people who keep us in touch drive our success.

Job Description:

The Outsourcing Technology Support Center (OTSC) supports a complex, multi vendor set of external trade customers. The primary job is to meet or exceed established support level agreements (SLAs) that we have entered into with our customer base. Each customer environment can be quite unique and requires an expert level of system management abilities, great flexibility, and a determined nature to exceed the customer's expectations.

 



your profile

Primary Responsibilities Include:
1. Provide customer support for MS Exchange/Windows 2000-2003

2. Work with cross-functional teams to resolve customer issues
3. Willingness to participate in non-standard work hours if requested

Qualifications:
Bachelor's degree in a technical or scientific discipline
At least 3 years' relevant industry experience

Musts:
1. Expert knowledge of Exchange /Windows OS
2. Good written and verbal communication skills
3. Strong troubleshoot skills -- must be able to solve technical problems that are complex in nature.
4. Must be flexible, willing to work on the weekends and holidays to meet business requirements (on call pager rotation)
5. Team player: ability and willingness to motivate and support other team members.
6. Must be able to use independent judgment to solve complex technical problems.
7. Strong customer oriented and focused on meeting customer's needs.

Desired:
1. Fundamental project management skills.
2. Understanding of ITSM
3. Experience with Service Desk and/or ticketing system
4. Industry Recognized Certifications

5.  Demonstrated ability to write basic scripts