(Important this position is onsite and works on weekends, with days off during the week).
(Important this position is onsite and works on weekends, with days off during the week).
Job Summary
The Fleet Management Engineer (FME) is responsible for delivering Remote management services (RMS). RMS are operational customer activities required for managing the print environment that are handed over to HP and delivered by the FME as a service. RMS activities include operational management activities related to the printer, print applications and/or case management. The FME is assigned to one or multiple accounts and functions as part of the overall account team together with the CSM, Transition manager, Delivery TC. All activities are delivered remotely.
The responsibilities of FME can include the following:

• Remotely push device configuration templates and solution during the initial deployment of the device.
• Daily monitor and identify device errors compromising device functionality and proactively intervene through remotely troubleshooting or scheduling an onsite intervention.
• Daily monitoring for availability of print solution functionality to make sure users can print
• Initiate remediation for any alert & notification related to device configuration, print solution configuration on server and application services layer
• Initiate troubleshooting for devices with connectivity issues and devices not assessed
• Diagnose incoming incidents raised by customer, remediate when possible or elevate to software/infrastructure support teams depending on root cause of the issue
• Make fleet assessments identifying devices that potentially need a firmware upgrade, coordinate, and agree with customer on a firmware upgrade schedule and perform device firmware upgrades.
• Perform operational changes/updates like:
  • Establish or re-establish device settings that are lost or changed due to a technical issue or device replacement.
  • re-configure Software Solutions and applicable device settings when a Software Solution needs to be uploaded and re-installed on a device.
  • lock/unlocking devices and periodically update device passwords.
  • hard disk wipes
  • changes to keep assets current in assessment tools
• Support Customer in maintaining compliance with their defined security policy by assessing and remotely remediating non-compliant settings. Proactively alert Customer to ‘Suspicious Activity’ remediation of the same non-compliant device and provide monthly reports summarizing compliance score, top remediated items, and suspicious activity
• Tracking type, number and end date of customer licenses
• Attend strategic business reviews, provide input for improvements and ideas

Key performance indicators

• Number of processed request and incidents
• Number of supported devices
• Number of reports created and delivered within time
• Skill level of expertise soft skill with response
• Number of escalations

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.
• Experience in troubleshooting in a technical environment.
• Experience in technical support (customer satisfaction)
• Excellent analytical (Excel Knowledge) 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.
• Partners frequently with the Sales Pursuit team.
• 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 (for example, proactive, reactive, storage, enterprise systems, etc.).

Impact & Scope

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

• Responds to routine issues within established guidelines.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -
ServicesSchedule – Include Saturday & Sundays with Monday & Tuesdays off.
Full timeShift – Yes
Daily Shift -40 hours (Costa Rica)
Travel -