Incident Management Technitian at Hewlett Packard Enterprise

Heredia, Heredia, Costa Rica

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Vocational apprenticeship/certification completion (technical or non-technical, may include on-the-job training; in some locations recognized by diploma; advanced programs 2+ years)
Associate degree (first post-high school degree, typically 2 years beyond high school, e.g., Associate of Arts, GCE 'A' level, or equivalent experience)
1-3 years experience in relevant technologies and customer environments
Relevant industry qualification where applicable
Excellent verbal and written communication skills
Advanced English
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 experience
E-support experience and knowledge
Understanding of the customer to be an advocate for the customer
Additional skills: Accountability, Action Planning, Active Learning, Active Listening, Bias awareness, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity (+5 more)

Responsibilities

Successfully resolve technical issues (hardware and software) from incoming internal or external business and end user 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
Evaluate unique or complex installations or configurations and make recommendations for resolution
Articulate clearly in writing and verbally; add case resolution to KMS
Represent company in face-to-face customer location visits, industry conferences/trade shows, vendor meetings, etc
Engage team members for support as required to ensure internal or external business and end user/client SLA demands are met
Develop partnership with and assist the Sales Pursuit team

Skills

Key technologies and capabilities for this role

Incident ManagementTechnical SupportHardware TroubleshootingSoftware TroubleshootingCustomer ServiceProblem ResolutionRemote Service Delivery

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

This role is designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

What education and experience is required for this role?

Vocational apprenticeship/certification completion or an Associate degree (typically 2 years post-high school), plus 1-3 years of experience in relevant technologies and customer environments, and relevant industry qualifications where applicable.

What are the key skills needed for the Incident Management Technician position?

Key skills include the ability to successfully resolve technical hardware and software issues, excellent verbal and written communication, and experience evaluating complex installations or configurations.

What is the company culture like at Hewlett Packard Enterprise?

The culture thrives on finding new and better ways to accelerate what’s next, values varied backgrounds, offers flexibility to manage work and personal needs, embraces bold moves together, and supports career growth.

What makes a strong candidate for this Incident Management Technician role?

A strong candidate has 1-3 years of experience in relevant technologies and customer environments, relevant industry qualifications, and vocational certification or an Associate degree, along with excellent communication skills.

Hewlett Packard Enterprise

Provides enterprise IT solutions and services

About Hewlett Packard Enterprise

Hewlett Packard Enterprise provides enterprise IT solutions with a focus on cloud services, artificial intelligence, and edge computing. Their products include HPE Ezmeral for managing containers, HPE GreenLake for cloud services, and HPE Aruba for networking. These solutions help businesses improve their performance and adapt to digital changes. HPE's business model includes selling hardware, software, and services, as well as offering subscription-based services and long-term contracts. What sets HPE apart from competitors is its commitment to open-source projects and its active developer community, which supports collaboration and innovation. The company's goal is to empower organizations to transform digitally and optimize their operations.

Houston, TexasHeadquarters

1939Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Integration challenges with Juniper Networks may delay AI-driven networking benefits.

Competition from startups like Flywheel could impact HPE's AI and cloud services.

HPE's acquisition strategy may strain resources and distract from core operations.

Differentiation

HPE's GreenLake offers a unique hybrid cloud platform for diverse IT environments.

HPE Ezmeral provides advanced container management, enhancing enterprise AI and analytics capabilities.

HPE's Aruba solutions integrate cloud security and networking for seamless, secure connectivity.

Upsides

HPE's acquisition of Juniper Networks boosts AI-driven innovation in networking.

OpsRamp acquisition enhances HPE's IT management with AI-based automation capabilities.

Axis Security integration strengthens HPE's cloud security offerings with SASE solutions.

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