Technical Support Description - Job Summary • This role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships. Responsibilities • Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts. • Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols. • Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs. • Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements. • Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences. • Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed. • Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches. • Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work. • Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification. • Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management. Education & Experience Recommended • High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence. • Typically has 6-8 years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field. Preferred Certifications NA Knowledge & Skills • Automation • Chemistry • Commissioning • Customer Relationship Management • Customer Support • Electrical Engineering • Electromechanics • Electronics • Environment Health And Safety • Field Service Management • Hand Tools • Key Performance Indicators (KPIs) • Operating Systems • Preventive Maintenance • Process Improvement • Safety Standards • Technical Services • Technical Support • Technical Training • Test Equipment Cross-Org Skills • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity Impact & Scope • Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Complexity • Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions. 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 - Services Schedule - Full time Shift - No shift premium (Mexico) Travel - Relocation - Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

• Work with our team of Technical Software Trainers to write new content and confirm integrity of training materials in the product training repository. • Create customer communications that deliver content through a wide range of target audiences. • Create, edit, update, and manage training guides, eLearning courses, knowledge exams, training videos, certification documents, and case studies for Licensing and Tax software products. • Own the end-to-end lifecycle of 90+ training assets, with library expansion as a key priority. • Gather complex technical data and translate it into accurate, easy-to-understand content for a wide range of target audiences. • Edit, clarify, and proofread documents written by peers and subject matter experts in a timely manner. • Collaborate with SMEs, product managers, trainers, and instructional designers across US time zones to gather source material and ensure accuracy. • Participate across multiple platforms to ensure all documentation needs are met. • Build and maintain strong customer and stakeholder relationships through clear, professional communication.

• Create, edit, and maintain technical documentation including standard operating procedures (SOPs), work instructions, user guides, and system documentation. • Develop IT service documentation aligned with ITSM best practices. • Maintain and update internal knowledge bases and documentation repositories. • Ensure documentation is accurate, version-controlled, and easily accessible to stakeholders. • Document IT processes, workflows, and service catalogs. • Support knowledge article creation for service desk and operational teams. • Collaborate with ITSM, infrastructure, and application teams to capture technical procedures and process improvements. • Standardize documentation templates and formatting across IT operations. • Partner with subject matter experts (SMEs), engineers, analysts, and project teams to gather technical information. • Facilitate documentation reviews and approvals with key stakeholders.

TITLE: MEP Technical Specialist Location: Remote POSITION SUMMMARY: The MEP Technical Specialist is responsible for the research, development and production of engineering documents and procedures for assisting with construction administration, commissioning and post-construction for data center critical electrical and/or mechanical systems. ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. - Consults with owner/operators to prepare a basis of design scoping documents. - Prepares and reviews plans, specifications, scripts and procedure documents for construction and commissioning. - Reviews design and construction submittals from consultants and contractors. - Consults with various appropriate entities regarding equipment design layout, maintenance and operations, and long-range engineering planning and improvements programs. - Performs engineering analyses, evaluations and research studies on small and large facility projects. - Performs and participates in design/construction problem-resolution efforts. - Reviews testing reports; makes recommendations accordingly. - Conducts field surveys to review and record existing project conditions - Assists and directs others in the development and revision of design guidelines, design criteria, standard details, specifications and commissioning documents for facility design projects. - Consults with various departments, manufacturers, suppliers, consultants and contractors on product quality assurance issues and techniques. - Conducts complex studies and investigations. Prepares reports on design, construction, maintenance and operational issues/problems within facilities and systems infrastructure. - Possesses knowledge of engineering code requirements. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: - Bachelor’s degree in Electrical or Mechanical Engineering or similar - At least 5-10 years of related experience - Mission Critical experience preferred, but not required Computer Skills: - MS Office, AutoCAD, Bluebeam Supervisory Responsibilities: - No supervisory responsibilities for this position. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. - While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. - The employee is frequently required to talk or hear. - The employee is occasionally required to stand and walk. - The employee must be able to occasionally lift and/or move up to 10 pounds. - Specific vision abilities required by this job include close vision. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. CPG is an equal opportunity employer. We will consider all employment applicants without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. #LI-TG1 *We Utilize E-Verify