Customer Solution Center-Technical

Job description

Customer Solution Center-Technical This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees. Responsibilities: 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 mentor and guide other employees. Ability to provide direction and guidance to process improvements. Ability to articulate clearly, recommend and explain resolutions /clients. Understand and utilize ITIL. Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. Education and Experience Required: First-level university degree (Bachelor’s degree or equivalent) in a technical or non-technical field, or equivalent professional experience. Typically 3+ years of experience supporting relevant technologies, including servers, compute, networking, and enterprise customer environments. Advanced English proficiency, both written and verbal. Excellent verbal and written communication skills, with the ability to effectively communicate with customers and technical teams. Technical Skills and Qualifications Required Advanced knowledge of computing, storage, networking, hardware, software, and peripheral technologies. Strong technical troubleshooting skills across complex IT environments. Excellent analytical, problem-solving, and root cause analysis capabilities. Experience supporting multiple enterprise technology or product areas, such as compute, storage, networking, and enterprise systems. Advanced proficiency with case management systems, support databases, and troubleshooting tools. Experience providing technical support through phone, remote, and digital support channels. Strong customer service and communication skills, with the ability to effectively support enterprise customers. Ability to take end-to-end ownership of complex or escalated customer issues through resolution. Ability to develop, coordinate, and drive technical action plans for issue resolution. Ability to document technical issues and solutions for use by customers and other technical support professionals. Ability to collaborate across technical teams and provide technical expertise to projects or support initiatives. Preferred Qualifications ITIL 4 certification is preferred. What We Can Offer You: Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have 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 We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. Job: Services Job Level: Expert 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. Please click here: Equal Employment Opportunity . 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. Recruitment Fraud Alert We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications. All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. 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