Technical Solutions Cons III at Hewlett Packard Enterprise

Alpharetta, Georgia, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

NoVisa

Technology, IT ServicesIndustries

Requirements

US Citizenship required
Onsite work required 2 days per week
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 experience
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 (e.g., proactive, reactive, storage, enterprise systems)
Education and Experience: Vocational apprenticeship/certification completion (technical or non-technical), may include on-the-job training; advanced programs may be 2+ years

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
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
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
Partner frequently with the Sales Pursuit team

Skills

Key technologies and capabilities for this role

Hardware TroubleshootingSoftware TroubleshootingTechnical SupportPre-SalesPost-SalesService DeliverySystems EngineeringCustomer Solutions

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This role is designed as 'Onsite' with an expectation that you will primarily work from an HPE office, and onsite work is required 2 days per week.

What is the salary for this position?

This information is not specified in the job description.

What key skills are required for this role?

Required skills include excellent verbal and written communication skills, ability to apply subject matter knowledge to solve complex business issues, ITIL knowledge, and experience acting as a team or project leader.

What is the company culture like at HPE?

HPE's 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 position?

Strong candidates have US Citizenship, experience resolving complex hardware and software issues, excellent communication skills, ITIL knowledge, and the ability to lead teams and handle unique situations independently.

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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