HPIT -Information Technology Agent - Job Description

HPIT -Information Technology Agent


Job Description

Provide support to HP end users on their mobile and desktop platforms.
Support consists of high level expertise on standard software
application packages and the environments and platforms in which the
business operate (desktops, laptops, PC-COE, remote access, messaging,
etc.). In-depth knowledge of technical skills in hardware, MS Operating
Systems, Network, Remote Connectivity and process knowledge to ensure
quality in all of the Global Service Desk businesses, infrastructure
support, and documentation. Expert on knowledge tools, client
management tools and remote control software to help resolve at least
80% of calls online, without having to dispatch to service partners or
desk side support technician. Needs to quickly diagnose triage issues
and deliver a high level of customer satisfaction. Monitor queues for
ticket misroutes, unresolved, or those requiring deep investigation.
Assist team with other duties required to maintain the call center
operates smoothly.
Frequently determines methods and procedures for new assignments. May
supervise the activities of other non-exempt employees.
Close to be graduated from a Computer Science/ Systems Engineers career
or graduated within 12 months.

Type of Experience Needed

Client Services: Expert knowledge of Server and Desktop/Laptop Operating
Systems, PC/Server Hardware & Data Communications.
Communications: Intermediate knowledge of local/wide area networks and
wireless networks, HP's voice communication systems - support,
administration, and planning.
Network Systems: Intermediate knowledge of network architecture and
distributed operating systems.
Production Support: Basic knowledge of data center operations, processes
and job control.

Major Responsibilities

Responsible for the development, support, and enhancement of hp's
infrastructure and support of hp's internal clients. This support
includes, but is not limited to these services: corporate voice
communication systems, maintenance and administration of network
services, desktop hardware an application support, Help Desk and
security administration. Specific support areas include Client Services,
Communications, Network Systems, or Production Support.

If you are interested in applying, please send your updated CV:
rebeca.barrantes-valverde@hp.com