Technical Support Manager at Hewlett Packard (HP)

The Technical Support Manager is accountable for running and managing the technical support department and team of engineers addressing technical issues in a timely and efficient manner and maintaining strong relationships with partners and end users ensuring full satisfaction at all times.

Main Duties and Responsibilities

Technical and Operations

• Guide the team with specifications on the company products and services, technical details, troubleshooting issues and comparisons pertaining to competitive models
• Lead the installation and configuration of products and solutions requested by clients as required
• Prepare, validate and deliver tender specifications and request for proposals (RFPs) related to products and services that best suit client’s requirements and needs
• Provide in-depth root cause analysis of reported technical issues, recommend remedial actions and update processes and procedures
• Establish and maintain strong relationships with partners and clients and allocate resources to projects as and when needed
• Ensure constant and effective communication with assigned vendors securing full support on technical issues
• Attend to technical issues raised by partners and end users in a timely and efficient manner while ensuring proper prioritization of incoming cases
• Oversee the presentation of effective POC/demo to partners/end users

Position Requirements

Education

• Bachelor’s degree in Computer Science or any other related field

Experience

• At least 7 years of relevant experience as a Lead Technical Support Engineer for OEMs like HPE, Dell, Lenovo and Huawei.
• Must have an experience with implementing, integrating and troubleshooting hardware products for OEMs like HPE, Dell, Lenovo and Huawei.
• Must have an experience supporting end customers