VSB Technical Support
Silicon Graphics International Corp.
Hong Kong, Hong Kong Island

At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work.

What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.

We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values : partner, innovate and act.

Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry.

Some people call it an obsession, we call it a way of life.

What you need to know about the job

Within the family there is a range of technical on-site / bench functions. The family of jobs is focused on managing the onsite / bench delivering of hardware support services, post-sales or break-fix service delivery support, installation and configuration for customer environments.

Deliver reactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. They provide direct post-sales on site technical support for reactive customers.

Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met.

Jobs are responsible for company Total Customer Experience as well as account retention.

Responsibilities :

  • Interact with Customer to ensure Customer satisfaction following established procedures.
  • Perform installations, reinstallations, maintenance, and repairs on Customer equipment.
  • Configure system hardware, software and network components.
  • Deliver standard services.
  • Provide advanced product support for volume products.
  • Provide break-fix reactive support and installation for low-end / mid- end and high-end products .
  • Education and Experience Required :

  • Minimum Diploma / Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with less than 1 year relevant working experience.
  • Knowledge and Skills :

  • Relevant product / company knowledge.
  • Basic and complex troubleshooting skills.
  • Basic analytical and communications skills.
  • Proficient in professional oral, written and telephone communication skills.
  • Fundamental presentation skills.
  • Ability to gather relevant information systematically and to solve problems, anticipate needs, develop and propose solutions and gain agreement.
  • Ability to build and maintain ongoing relationships with customers, peers and support partners.
  • Ability to effectively interact and communicate with people at all levels.
  • Perform reporting and administrative functions. Manage time effectively.
  • Assist the customer with ongoing product training on device features and best practices during routine preventative maintenance or break / fix engagements.
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