Adaptive Device Management L3 Engineer

Job Description

As a Technical Level 3 Senior Engineer you will be responsible for providing assistance to a global client base that will cover North America, Latin America, Europe and Asia Pacific. In this position you will be responsible for administering technical support, troubleshooting, diagnosing, and resolving technical customer issues. Replicate issues and test customer configurations, recreate, track, and verify software defects in the field/ under lab conditions.The role will also work in depth with solution architects, remote engineers, product managers and software engineers to develop cutting edge solutions.You will be a member of a fast-paced, high performing global team that will demand your best and provide the most rewarding experience of your career.Responsibilities:

• Lead troubleshooting sessions with customers to debug complex hardware, Windows OS and application level issues.
• Leverage the HP TechPulse solution and modern PC management tools (Microsoft Intune, Azure and Config Manager experience required) to proactively manage the customers fleet and help the customer maintain the health of their end point devices.
• Provide remediation steps to the customer to fix performance, security, availability and capacity issues. Provide recommendation to avoid future failures and poor device performance.
• Understand the customer s requirements and goals and apply current technology trends to help the customer achieve it.
• Work with different groups within HP to provide the best solutions to the customer.
• Write scripts and develop remediation workflows to support the customer.
• Influence the HP TechPulse analytics product development team to continuously improve the solution.
• Stay current on, and maintain an in-depth knowledge of operating systems, hardware systems, peripheral products, modern PC management tools and PC industry trends.
• Create and maintain standard operating procedures for delivery.
• Train remote engineers and delivery teams on new features, procedures, workarounds and best practices.
• Maintain lab environment to replicate customer issues and test new features. This will include environments consisting of components such as Microsoft Intune, Azure, SCCM, ServiceNOW, and Active Directory.
• Must be able to support US hours of operation.

Knowledge and Skills:The following skillsets are required to be successful in this position:Advanced level experience with Personal Computers, deep knowledge of:

• Technical understanding hardware chipset technologies and supporting peripherals.
• Technical understanding of application, firmware, bios and driver deployments.
• Understand PC performance as it pertains to hardware and software applications.
• Good knowledge of IT security. Being able to determine if an issue is related to security.
• Know technically how to troubleshoot errors to resolution.
• Deep technical knowledge to troubleshoot, debug, analyze and root cause PC issues.
• Working knowledge of Windows Virtual Machines using Hyper-V, VMware Workstation, Virtualbox, etc.

Knowledge of Modern PC Management

• Knowledge of UEM (unified endpoint management) solutions. Experience with Microsoft Intune, Azure and Config Manager required.

Programming and Scripting Skills

• Experience with Windows PowerShell, Batch Scripting, VBscript and/or other scripting languages required.

Customer-facing skills

• Customer-focused always.
• Self-starter with end to end solution development initiative.
• Excellent written/oral communications and analytical skills.
• Excellent interpersonal skills: consensus building, manage and influence teams.
• Ability to interface effectively with all levels of management and functional disciplines.

Excellent written and verbal communication skills; mastery in English is a must.Education and Experience Required:

• Bachelors or Masters degree in Computer Science, Information Systems, or equivalent.
• 8+ years of Desktop Support experience.
• 3+ years of experience at a technology company (hardware, cloud, SaaS or large-scale cloud services vendor) is a plus.
• Additional technology (Security, VMware, Microsoft) certifications a strong plus.
• Understanding of cloud computing platforms such Microsoft Azure, AWS is a plus.
• Strong understanding of ITIL tools, processes and terminology a plus

#LI-PostAbout HPYou re out to reimagine and reinvent what s possible in your career as well as the world around you.So are we. We love taking on tough challenges, disrupting the status quo, and creating what s next. We re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.Our history: HP s commitment to diversity, equity and inclusion its just who we are.From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you re more innovative and that helps grow our bottom line. Come to HP and thrive!,

Keyskills :
reportingstandard operating procedureswindows osroot causemusic makingpc managementdesktop supportcloud computing