L4 Technical Consultant with Mandarin and Cantonese

Your tasks

• Provide advanced technical support for print and document solutions including hardware, software, firmware, and networked peripherals.

• Troubleshoot and resolve escalated incidents and multi-user issues, engaging with internal teams and third-party vendors as necessary.

• Implement and support change requests with appropriate technical detail, ensuring compliance and successful deployment.

• Conduct preventative maintenance and early warning health checks using monitoring tools such as xMatters.

• Drive root cause analysis and problem management for recurring incidents.

• Support application-level upgrades for SafeCom, Kofax, and other print-related server applications.

   

• Log and manage cases in HP SI and external vendor systems (e.g., Upland, Kofax, IBML), ensuring end-to-end resolution.

• Collaborate with client senior management to implement new projects and ensure consistent BAU performance (e.g., Branch Scanning rollout).

• Lead resolution activities for major incidents, providing direction to teams and documenting solutions for reuse.

• Prepare technical documentation, How-To guides, and knowledge base articles to support internal teams and end users.

• Participate in client site visits, industry conferences, or vendor meetings, representing HP in a technical leadership capacity.

• Partner with Sales Pursuit and Service Management teams to contribute technical insight during solution design and delivery.

• Manage aged and non-reporting devices, working towards full asset compliance and service readiness.

• Ensure full certification and testing of fleet equipment, HP firmware, and SafeCom software.