Job Overview
This role is designed as onsite with an expectation that you will primarily work from an HPE office.
Responsibilities
* Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end‐user contacts and proactive notification systems.
* Respond to service, product, technical, and customer‐relations questions on features, specifications, and repairs for current and discontinued products, parts, and options based on customer entitlement (warranty through mission‐critical).
* Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
* Provide mentorship and guidance to other employees, and direction for process improvements.
* Articulate clearly, recommend and explain resolutions to clients.
* Understand and utilize ITIL.
* Represent the company in face‐to‐face customer location visits, industry conferences/trade shows, vendor meetings, etc.
Qualifications
Education and Experience:
* First‐level university degree: technical or non‐technical (e.g., BA/BS), typically 3–4 years beyond high school.
* 5–7 years of experience in relevant technologies and customer environments.
* Relevant industry qualification where applicable.
Knowledge and Skills
* Excellent verbal and written communication skills in the supported language.
* Advanced troubleshooting skills in a technical environment.
* Excellent analytical and problem‐solving skills.
* Advanced software and hardware knowledge of computing, storage, and peripheral devices.
* Specific knowledge and training with the company's products; knowledge of multiple product lines (e.g., proactive, reactive, storage, enterprise systems, tier 2 or 3 support).
* Advanced proficiency with case‐management databases and tools.
* Superior customer service skills.
* Phone and remote support experience; e‐support experience.
* Ability to solve and document solutions for use by other technicians and customers.
* Ability to mentor new agents and train peers on solutions.
* Ability to take full ownership for resolution with escalated customers.
* Ability to lead technical action plans and provide expertise to teams or projects.
* Highly developed knowledge of more complex solutions.
Additional Skills
* Accountability
* Action Planning
* Active Learning
* Active Listening
* Bias
* Business Growth
* Business Planning
* Coaching
* Commercial Acumen
* Creativity
* Critical Thinking
* Cross‐Functional Teamwork
* Customer Experience Strategy
* Customer Solutions
* Data Analysis Management
* Design Thinking
* Empathy
* Follow‐Through
* Growth Mindset
* Intellectual Curiosity
* Long‐Term Planning
* Managing Ambiguity
Benefits
Health & Wellbeing: a comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
Personal & Professional Development: programs to help reach career goals, including becoming a knowledge expert or applying skills to another division.
EEO Statement
HPE is an Equal Employment Opportunity/Veterans/Disabled/LGBT employer. We do not discriminate based on race, gender, or any other protected category, and all decisions are based on qualifications, merit, and business need.
Hewlett Packard Enterprise is EEO Protected Veteran/Individual with Disabilities.
Recruitment Fraud Disclaimer
No Fees Notice: HPE and its authorized recruitment agencies will never charge any candidate a registration fee, hiring fee, or any other fee in connection with recruitment and hiring processes.
If an agency claims to work with HPE, candidates must verify the agency's authorization. Reliance on fraudulent agencies is at the candidate's own risk, and HPE disclaims liability.
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