Address
Form of workIT Operations Service Delivery Rep - Oakland, CA
Description -
This role is expected to work on-site at a client in Oakland, CA.
Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.
Responsibilities:
Incident Management:
- Monitor systems and identify performance issues reactively.
- Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols. Works within strict time scales and elevates incidents within defined time windows.
Problem Management:
- Ability to identify incident trends in order to elevate incidents in accordance with standard protocols.
Change Management:
- Execute scripted change management activities as approved and documented. Perform routine installations, configurations per standard protocols. Assemble and integrate system/product.
Operations Maintenance:
- Perform routine maintenance. May include performing tape/backup operations.
Quality:
- Understands the impact of operations delivery on the customer's business. Contribute to team's ability to meet target goals.
Complaint Handling:
- Responds to customer- relations problems promptly and appropriately, escalates issues according to established procedures.
Customer Relationship:
- Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Work effectively in a multicultural environment. Respond to common service, product, technical, and customer-relations questions.
Teamwork:
- Work with local teammates and virtual team members.
Education and Experience Required:
- High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor's degree.
- May hold entry level certification(s) in field of work.
- Typically, 2-4 years of working experience in related fields.
Knowledge and Skills:
- Able to demonstrate knowledge of corporate organization, job and policies.
- Working knowledge of administration or technical skills/knowledge in relevant areas.
- Working from standard protocols/documents, able to gather relevant information systematically to troubleshoot and resolve all routine problems and some moderately complex problems.
- Basic understanding of high availability system environments, if applicable.
- Understand and begin to apply basic project management skills.
- Proficient in professional oral, written and telephone communication skills.
- Ability to build and maintain ongoing relationships with customers, peers, and support partners.
- Able to understand typical Customer system environments with associated business needs.
- Ability to work in a team environment, which may be local, global, virtual, or multi- functional.
- Demonstrate good teamwork with peers.
HP offers a comprehensive benefits package, including:
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The typical base pay range for this role across the U.S. is $22.55 -- $31.44 hourly with additional opportunities for pay in the form of bonus and/or equity. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (United States of America)
Travel -
No
Relocation -
No
EEO Tagline -
HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
