Operations Engineer - ITOC Australia
Hybrid role with an expectation to work on average 2 days per week from an HPE office.
Job Description
This position is part of Customer Solution Centers, which provide remote (offsite) service, customer access, pre‐sales, post‐sales, and service delivery. You will work with technical teams to solve business system and application problems for customers, onsite engineering personnel, and Authorized Service Providers on standard, specialized, or complex systems.
Responsibilities
* Resolve technical hardware and software issues from internal or external customers and end users.
* Respond to service, product, technical, and customer‐relations inquiries regarding features, specifications, and repairs for current and discontinued products.
* Proactively assist customers to avoid or reduce problem occurrences.
* Act as a team or project leader, directing activities and facilitating information validation and decision‐making processes.
* Review and resolve complex business issues.
* Add case resolution information to the Knowledge Management System (KMS).
* Understand and utilize ITIL practices.
* Represent the company in face‐to‐face customer visits, industry conferences/trade shows, and vendor meetings.
* Collaborate with the Sales Pursuit team.
Qualifications & Education
* Vocational apprenticeship or certification; or an associate degree (post‐high‐school); BA/BS preferred.
* 3–5 years of experience in relevant technologies and customer environments.
* Relevant industry qualification where applicable.
* Excellent verbal and written communication skills in supported languages.
* Strong analytical and problem‐solving abilities.
* Knowledge of computing, storage and peripheral devices.
* Advanced proficiency with case management databases and tools.
* Excellent customer service skills; experience with phone and remote support.
* Ability to document and share solutions for use by other technicians and customers.
* Mentorship capabilities and ability to lead resolution activities with escalated customers.
* Contribution to technical action plans and focus on one or more product lines (e.g., proactive, reactive, storage, enterprise systems).
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
* Comprehensive health and wellbeing benefits for employees and their loved ones.
* Professional development programs aligned with career goals.
* Inclusive workplace that celebrates individual uniqueness and values diverse backgrounds.
Equal Employment Opportunity
Hewlett Packard Enterprise is an Equal Employment Opportunity/Veteran/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category. We comply with all applicable laws related to employer use of arrest and conviction records.
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