Technical Support Engineer
| Company | Hewlett Packard (HP) |
|---|---|
| Location | Spring, TX, USA, Boise, ID, USA |
| Salary | $93150 – $140650 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- Strong analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of issues.
- Deep understanding of Digital Employee Experience (DEX) solutions and enterprise IT service management.
- Detail-oriented, diligent, and able to manage multiple customer issues effectively.
- Working knowledge of enterprise network architecture, device performance analytics, and cloud-based IT operations.
- Confidence to operate in a customer-facing role, with excellent communication skills.
- Ability to work with minimal direction and adapt quickly to new technologies.
Responsibilities
- Provide L2/L3 technical support for HP Workforce Experience Platform (WXP) customers, including troubleshooting and resolving issues related to endpoint experience monitoring, AI-driven analytics, and automated remediation tools.
- Manage incoming incidents, service requests, and escalations, ensuring timely resolution and customer satisfaction.
- Deploy and configure WXP solutions across customer environments, ensuring proper integration with enterprise IT systems.
- Proactively monitor customer environments for experience-impacting issues and work to resolve them before they affect end-users.
- Assist customers in optimizing their WXP dashboards, automation rules, and AI-driven insights to improve IT efficiency and employee experience.
- Collaborate with internal teams, including product engineering and customer success, to relay customer feedback and drive product improvements.
- Provide technical guidance and best practice recommendations for customers leveraging WXP’s capabilities.
- Document solutions, troubleshooting steps, and best practices in the WXP knowledge base.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
- Experience with ITSM tools like Salesforce, endpoint management platforms like Microsoft Intune, or analytics platforms like Splunk.
- Familiarity with HP WXP’s AI-driven automation and digital experience monitoring features.
- Hands-on experience configuring and optimizing enterprise DEX solutions.