Hybrid Solutions / Poly - Technical Support Engineer (m/f)

Job description

Hybrid Solutions / Poly - Technical Support Engineer (m/f) **Description -** **Hybrid Solutions - Advanced Technical Support Engineer** HP Services is managing support & services delivery for HP Inc Consumer & commercial products. Being part of the Customer Support Operations, the Advanced Technical Support and Customer Assurance (ATS&CA) teams provide **world class** **technical elevations’ resolution to our Customers, our HP Care Center and HP service suppliers,** while preventing them by **ensuring technical know-how.** As a Hybrid Advanced Technical Support Engineer, you’ll be part of a team of 6 people along with the manager based in Poland. You will develop subject matter expertise to solve common and complex hardware & software issues for Hybrid / Poly product portfolio within established guidelines. Your primary accountability will be to resolve moderate to complex technical issues across hardware and software environments for internal and external customers that the first level of support (mainly contact centers) is not able to solve (the most complex and new technical issues). Your day-to-day activities will require you to investigate, troubleshoot and resolve customer’s technical issues, both remotely and live by engaging with Customers. You will be supported by a group of technical experts in the GBU 3LS organization, but at the same time you will need to focus on technical elevation prevention, by leading the relationship with the first level technical support to raise their technical level and limit the number of cases they are not able to solve. The role is pivotal in driving customer satisfaction, accelerating incident resolution, and enabling innovation through advanced technical expertise and cross‑functional collaboration. **Key responsibilities are:** - Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems. - Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence. - Recommend and explain resolutions /clients in a clear manner. - Collaborate with ecosystem partners (e.g., Microsoft, Google, Zoom, Pexip) and end users to prevent or minimize issues and recommend continuous improvements. - Work cross‑functionally to deliver support efficiently, enhance troubleshooting effectiveness, and drive successful outcomes. - Demonstrate end-to-end ownership of customer issues, including cases escalated to GBU 3LS. Act as the primary customer-facing point of accountability, coordinating closely with GBU 3LS and the customer to drive timely resolution, provide regular updates, and ensure successful outcomes. - Apply advanced subject‑matter expertise, lead and contribute to complex projects, and exercise independent judgment to resolve business issues. - Serve as the technical go-to expert for HP Care Center support teams, providing advanced troubleshooting guidance, technical consultations, knowledge sharing, and mentoring. **Qualification:** - First Level University degree or equivalent working experience. - 5+ years of experience in remote support, technical account management, customer environments, or a related field. - Software and hardware knowledge of computing, storage and peripheral devices. - Superior customer service skills. - 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. **Preferred Certifications:** - Wireshark WCA, Cisco CCNE or other network certifications - Microsoft Teams Administration - Pexip CET **Technical Skills:** - Experienced in Unified Communications - Exposure to Microsoft Teams, Zoom, Google Meet, Pexip and their respective administration portals - Knowledge of A/V equipment (Crestron, Q-SYS, BIAMP, Extron, Shure) and/or competitive solutions (Jabra, Logitech, Neat, Yealink) will be considered a plus - Automation and scripting - Operating systems (Linux) - Root cause analysis and diagnostics - SaaS and cloud services - TCP/IP and networking - Communication Protocols H323, SIP, WebRTC - Technical services and support Workflow and ticket management tools (Jira, Microsoft Dynamics 365) **Soft Skills:** - English language skills (excellent). Other European languages will be considered a plus - Self-driven person, taking ownership and able to drive end to end initiatives - Effective communication & presentation skills, internal and towards external partners – demonstrates the ability to convey complex ideas and effectively reach agreements with a diverse audience - Leadership skills - Demonstrates the ability to drive outcomes autonomously. - Strong analytical and problem-solving skills – capacity to interpret complex data - Results oriented - Learning agility - Digital fluency - Customer centricity **\\*Polish entity:** **We offer:** The base pay range for this role is 120000 PLN to 181950 PLN annually with additional cash compensation opportunities in the form of annual cash incentive bonuses. In addition, this role may be eligible for equity awards (typically granted in the form of restricted stock units) that are independently granted by the Company's U.S. parent corporation, HP Inc., on a discretionary basis under its equity plan. Pay varies by job-related skills, effort, responsibility, working conditions, experience and work location. **Benefits:** Additionally, HP offers a comprehensive benefits package for this position, including: - Health insurance for the employees and their closest family - Employee assistance program - Employee purchase program - Multisport card - Life insurance - Flex-time arrangements and work from home opportunities - Trainings and opportunities for personal development or advancement within the company - Recognition programs - Employee Capital Plans (