重庆招聘

职位描述：
The 2LS Engineer will have extensive experience beyond first line technical support in addition to in-depth knowledge & experience in a number of major functional areas relating to PC/Mobility products and supporting software. The 2LS Engineer will respond to both technical and quality issues from internal and external clients.
 
Primary Responsibilities:
2LS Engineer will deliver 2nd line support to the level 1 (remote & onsite) teams supporting a number of countries specialized on PC products. S/he will ensure that level 1 teams have the correct level of knowledge and tools to deliver world class support to customers.
? Resolves elevated cases/issues from various teams in HP and customers.
? Completes follow-on actions as appropriate, e.g. agent mentoring, knowledge
       creation, escalate problems (to Product Division)
? Retains ownership of each issue until problem is resolved, resolution is
       identified and knowledge has been made available to level 1
? Observes strict compliance to licensing, copyright and trademark legislation
? Protects confidential, sensitive information and materials
? Monitors technical knowledge at level and looks for opportunities to improve
       customer experience
? Accomplishes other duties as required

Education and Experience Required:
? Bachelor's degree or Diploma in a related technology field
? A minimum of 5+ years experience supporting PC products - remote support/Onsite experience is preferable.
? A suitable candidate must demonstrate good working knowledge of PC products and related software/applications/network. Additional trainings are preferred..
? S/he must have a keen interest in Technology with a strong desire to continually learn the latest technologies. A suitable candidate must have a very strong resolution and customer orientated focus.
? The candidate should have a good foundation and troubleshooting knowledge on networking, Operating systems, hardware, software and solutions.
 Knowledge and Skills Required:
 
· 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 举报 分享

惠普公司（HP Inc.）致力于创新技术缔造美好生活。通过我们的打印机、个人电脑、移动设备、解决方案和服务，惠普创造的科技新体验，妙不可言。有关惠普公司（纽交所交易代码：HPQ）的更多信息，请访问 *****************
如果您想加入到惠普大家庭，请您关注公众号“惠普官方招聘“惠普招聘团队为您准备了实时更新的职位信息、惠普员工故事分享、职场tips、惠普福利大揭秘、最新的行业信息，还有互动活动大礼等着你。我们在这里等着您 ！