Technical Solutions Cons II (Linux Admin)
· 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 experience. E-support experience, knowledge and resolution ability.
· 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.)
Competitive Positioning/Strategy
Uses competitive intelligence in account planning and sales activities to develop counter strategies that will neutralize competitive influence on the customer's buying decisions
HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HPS/BU solutions, and HP's strategy for market penetration
HPS/BU Solutions
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies
Change Management
Develops methods for supporting innovation and change across the organization
· 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 experience. E-support experience, knowledge and resolution ability.
· 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.)
Competitive Positioning/Strategy
Uses competitive intelligence in account planning and sales activities to develop counter strategies that will neutralize competitive influence on the customer's buying decisions
HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HPS/BU solutions, and HP's strategy for market penetration
HPS/BU Solutions
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies
Change Management
Develops methods for supporting innovation and change across the organization