The Global Technical Support Engineer at Hewlett Packard Enterprise provides remote technical support to resolve complex hardware and software issues for customers and partners. This hybrid role involves collaboration with sales teams, mentoring junior staff, and contributing to technical action plans while working approximately 2 days per week from an HPE office.
What You'll Do
- Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on 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.
- Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process.
- Review and may resolve complex business issues.
- Excellent communication skills. Add case resolution to KMS.
- Understand and utilize Information Technology Information Libraries (ITIL).
- Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
- Partners frequently with the Sales Pursuit team.
What We're Looking For
- Graduated from relevant technical university programs.
- 8+ years experience in relevant technologies and customer environments.
- Technical certification in HPE products.
- Relevant industry qualification where applicable.
- Excellent verbal and written communication skills in language to be supported.
- Experience in troubleshooting in a technical environment.
- Excellent analytical and problem solving skills.
- Software and hardware knowledge of computing, storage and peripheral devices.
- Advanced proficiency with case management databases and tools.
- Superior customer service skills.
- Phone and remote support.
- Ability to solve and document solutions for usage of other technicians and customers.
- Ability to mentor new agents.
- Ability to lead resolution activities with escalated customers.
- Ability to contribute to technical action plans.
- Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).
- HPE Storage, Compute, SAN and Hyperconverged solutions like Simplivity.
Technical Stack
- HPE Storage, Compute, SAN, Hyperconverged solutions like Simplivity
- case management databases and tools
- Information Technology Information Libraries (ITIL)
Team & Environment
Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery.
Benefits & Compensation
- Health & Wellbeing: comprehensive suite of benefits that supports physical, financial and emotional wellbeing.
- Personal & Professional Development: specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
- Unconditional Inclusion: inclusive work environment that celebrates individual uniqueness, values varied backgrounds, and supports flexibility to manage work and personal needs.
- Flexibility to manage work and personal needs.
- Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Work Mode
Hybrid role with flexibility to work on average 2 days per week from an HPE office.
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
