Technical Support Engineer

Technical Support Engineer

  

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

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.

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: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.

• 5-7 years experience in relevant technologies and customer environments.

• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.

• 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 (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).

• Advanced proficiency with case management databases and tools.

• Superior customer service skills.

• Phone and remote support experience. E-support experience, knowledge and resolution ability.

• Ability to solve and document solutions for usage of other technicians and customers.

• Ability to mentor new agents.

• Ability train peers on solutions.

• Ability to take full ownership for resolution with escalated customers.

• Ability to lead technical action plans.

• Lead or provide expertise to teams or projects.

• Highly Developed knowledge of more complex solutions.

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.

#unitedstates

Job:

Services

Job Level:

Expert

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $78,700.00 - $181,200.00

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. .