HP INC. PERSONAL SYSTEMS & PRINTING FLEET SUPPORT

Skills to Put on Resume for Technical Support Engineer at

Hardware Diagnostics, HP Anyware, Windows/macOS Enterprise, HP Web Jetadmin, ServiceNow & Remote

Diagnostics

HP Service & Support Focus:

HP Inc. evaluates Technical Support Engineers on hardware & firmware diagnostics

(HP EliteBooks, ZWorkstations, LaserJet, PageWide), enterprise print management (HP Web Jetadmin, Smart App),

remote workspace technologies (HP Anyware / Teradici CAS), OS-level troubleshooting (Windows 11 Enterprise,

macOS, Linux), ITIL service management (ServiceNow), and customer-first Resolution CSAT performance.

1. CORE TECHNICAL COMPETENCIES & SYSTEMS SUPPORT

Hardware, Firmware & Systems Diagnostics

HP Hardware Ecosystem:

HP EliteBook,

ProBook, ZBook Workstations, HP Thin Clients,

HP Commercial Desktop PC fleets.

Printing & Imaging Systems:

Enterprise

LaserJet, PageWide, DesignJet Plotters,

Thermal Printers, MFP Scanner Calibration.

Hardware Diagnostics:

HP PC Hardware

Diagnostics UEFI, HP Support Assistant,

Memory/Drive Testing, POST Diagnostics,

Component Isolation.

Firmware & BIOS:

HP Sure Start (Self-Healing

BIOS), BIOS/UEFI Configuration, Firmware

Flashing, Trusted Platform Module (TPM 2.0).

Operating Systems, Security & Remote Tech

Enterprise Operating Systems:

Windows

10/11 Enterprise, Windows Server 2019/2022,

macOS, Red Hat Enterprise Linux, Ubuntu.

Remote Desktop & Digital Workspace:

Anyware (formerly Teradici PCoIP), RDP,

TeamViewer, Remote Assist, Citrix Workspace,

VMware Horizon.

Endpoint Security:

HP Wolf Security,

Windows Defender, BitLocker, Antivirus/EDR

Agents, Secure Boot Configuration.

Device Management (MDM):

Microsoft Intune,

SCCM/MECM, Active Directory (AD), Group

Policy Objects (GPO), Azure AD/Entra ID.

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Technical Support Engineer at HP Resume Skills Blueprint

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Skills to Put on Resume for Technical Support Engineer at HP — page 2

Network, Print Services & Protocols

Print Fleet Management:

HP Web Jetadmin

(WJA), Universal Print Driver (UPD), HP Smart

App, Embedded Web Server (EWS).

Network Troubleshooting:

TCP/IP, DHCP,

DNS, Wi-Fi (802.11ax), Ethernet, SNMP, IP

Routing, Port Diagnostics.

Print Protocols:

IPP/IPPS, LPR/LPD, RAW

(Port 9100), SMB Print Sharing, Apple AirPrint,

Mopria.

Network Diagnostic Tools:

Wireshark, Ping,

Traceroute, Nslookup, Netstat, Cable Testing.

ITIL, Service Desk & Customer Experience

IT Service Management (ITSM):

ServiceNow,

HP Service Manager, Jira Service

Management, Zendesk, BMC Remedy.

Support Frameworks:

ITIL v4 Foundations

(Incident Management, Problem Management,

Change Control, Escalations).

KPI & SLA Management:

First Contact

Resolution (FCR), Mean Time to Resolve

(MTTR), SLA Compliance, CSAT Performance.

Certifications:

CompTIA A+, Network+,

Security+, ITIL v4 Foundation, Microsoft

Certified: Modern Desktop (MD-102), HP

Certified Service Partner.

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Technical Support Engineer at HP Resume Skills Blueprint

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Skills to Put on Resume for Technical Support Engineer at HP — page 3

HP Technical Support ATS Keywords & Bullet Guide

Optimized for HP Technical Support Recruiters & Customer Support Managers

2. CRITICAL ATS KEYWORDS FOR HP TECHNICAL SUPPORT ENGINEERS

HP EliteBook / ZBook Support

HP LaserJet / Web Jetadmin

HP Anyware (PCoIP)

ServiceNow & ITSM

Windows 11 / macOS Enterprise

HP Wolf Security & BitLocker

HP PC Diagnostics UEFI

Microsoft Intune & SCCM

Active Directory & GPO

TCP/IP, DNS & DHCP

First Contact Resolution (FCR)

Mean Time to Resolve (MTTR)

ITIL v4 Framework

HP Sure Start BIOS

CompTIA A+ / Network+

Remote Desktop & TeamViewer

SNMP & Print Protocols (IPP)

Hardware Component Isolation

Root Cause Analysis (RCA)

Customer Satisfaction (CSAT)

3. SUPPORT ENGINEER BULLET TRANSFORMATION GUIDE (XYZ / METRIC FORMULA)

Structure achievements highlighting resolution speed, ticket volume, customer satisfaction, and fleet reliability:

WEAK / STANDARD

Handled support tickets for laptops and printers.

HP STANDARD

Resolved 45+ daily Tier 2 technical tickets in ServiceNow covering HP EliteBook laptops,

ZWorkstations, and LaserJet Printers (Z), maintaining a 98.4% Customer Satisfaction (CSAT) rating (Y) and reducing

ticket backlog by 35% across enterprise accounts (X).

WEAK / STANDARD

Fixed network print issues and configured printer settings.

HP STANDARD

Administered an enterprise fleet of 250+ HP Multifunction LaserJet printers using HP Web Jetadmin

and EWS (Z), reducing print spooler errors by 40% and cutting Mean Time to Resolve (MTTR) from 3.5 hours to 45

minutes (Y) via standardized driver deployments (X).

WEAK / STANDARD

Assisted users with remote connection and computer hardware issues.

HP STANDARD

Conducted remote hardware diagnostics and firmware remediation for 1,200+ hybrid workstations

utilizing HP Anyware and HP UEFI Diagnostics (Z), achieving an 88% First Contact Resolution (FCR) rate (Y) while

adhering strictly to ITIL-aligned SLAs (X).

Technical Support Engineer at HP Resume Skills Blueprint

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Skills to Put on Resume for Technical Support Engineer at HP

Prompt to Clone This Skills to Put on Resume for Technical Support Engineer at HP

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