Compute Engineer
This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.
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 diverse 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:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation – giving clients the most effective solutions for a fast-paced, modern business along with the expertise to achieve maximum business benefit, and to deliver better experiences.
What you will do:
- The role requires Compute (Primary) or Storage technology knowledge and business awareness.
- Should be able to engage and collaborate across GSD (GSR, Accounts Team, Field, Supply Chain, and ERT) ensuring that the critical incidents are efficiently driven to the resolution through remote support or a service delivery.
- The role requires to respond and act on case monitoring triggers on critical incidents to ensure that HPE maintains contractual commitments and service level agreements (Call to Repair – CTR, Response, etc.) and monitor the overall customer relationship on critical cases.
- Responsible for ensuring that customer and HPE management are informed on the progress of the case while internally removing any roadblocks in resolving the case and reducing the chances of Business Escalations while managing Customer Experience.
- Identify and contribute to projects to improve product support, customer satisfaction and team efficiency.
- Be aware of and contribute to the improvement of team performance as measured in the team Business Fundamentals Tables (BFT).
- Technical writing skills will be required to publish issue resolution documents
- Communicate effectively with technical and non-technical stakeholders and can drive the conversation/discussion
- Ability to isolate and solve complex technical/business problems and be able to interact with people (customer and internal HP) at all levels and geographies. (own team, members of SC and Product Divisions)
What you need to bring:
- Bachelor’s or master’s degree preferably in technical studies or equivalent on the job experience
- 2-3 years of experience in service and support industry
- Experience in handling critical customer situations
- Excellent Communication skills
- Good Presentation Skills
- Experience in project/escalation management or in similar roles/businesses is an asset
- Ability to summarize technical content for non-technical executive audience and maintain case documentation quality throughout the case
- Solution domain customer centric mindset
- Awareness of other elements of delivery models (e.g. Supply Chain, Field, ER/ET)
- Maintain case documentation quality throughout the case
- Demonstrates an in-depth understanding of key company Services' operational policies, processes, and methodologies applicable to case management and documentation
- Proven ability to identify and implement customer-specific process improvements
- Knowledge of HPE portfolio, organizations, processes and support systems
- Basic level of technical competency across all appropriate technologies
- Fundamental HPE Product and Service Portfolio knowledge
- MS Office (Excel, PowerPoint, Outlook, etc.)
Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}
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.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
Services
Job Level:
Entry
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse 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 F/M/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.
