About this Complex Environment Support Engineer role at Hewlett Packard Enterprise
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:
The primary responsibility of the Level 1.5 Complex Environment Support Engineer (CES) is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of compute, storage and network hardware platforms, operating systems, subsystems and products operating on these systems. The CES Engineer is the first and second level of technical support to the customers. On receipt of a service request the CES engineer researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets complex the CES Engineer is responsible to collaborate with CES and L3 engineers within his technology area as well as other involved parties.
Job specifics/responsibilities:
- Timely responds to customers via phone/mail/web. Logs case, provides information & troubleshoots to solve customer problem according company KPIs for the business
- Manages customer expectations by taking into consideration the entitlement and identifies customer problems
- Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
- Collaborates with peers as well as with L2 Engineers and L3 Engineers from all Departments
- Timely elevates and/or escalates to next level when the case is complex
- Participates in projects for process or quality improvements
- Manages multiple tasks or cases simultaneously with minimal supervision
- Actively captures resolutions of new issues and documents them in the respective data base
- Acts as a first point of contact for Engineer I and Staff Engineer for guidance on technical and business process issues
- Keeps documentation as per requirements
- Meets the deadlines and keeps the service level agreements
- Achieves personal goals assigned by the direct manager
- Works together with other team members to achieve team goals
- Is compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager
Key deliverables/accountabilities:
- Excellent scores of Customer Satisfaction Index
- Commitments are met timely with high quality
- Good knowledge of products and processes
- Accurate Case management
- Diagnosis accuracy
Working relationships:
Internal:
- GTS Sofia teams
- Other HPE teams
External:
HPE customers
HPE Partners and service providers
Education (degree) and professional experience required
University degree
Professional experience: ideally 2-3 years’ experience in CES service and support
Other requirements:
Very good language skills in English
Excellent language skills in German/Russian/Italian/Spanish/Polish/Romanian (if team is supporting German/Russian/Italian/ Spanish/ Polish/Romanian speaking clients)
Project management skills
Presentation skills
Ability to properly maintain technical documentation
Ability to work with business processes
Excellent Business Process Knowledge
Personal skills and qualities:
Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
Excellent oral and written communications skills
Positive attitude towards team members, customers and partners.
Capable of being self-managed, and a team player, quality conscious, efficient, flexible and eager to share and acquire knowledge
Analytical and problem-solving skills
Time management skills and working with tough deadlines
Ability to work under pressure
Ability to handle multiple tasks at the same time and ability to prioritize
Technical skills (procedures and documents the employee has to be acquainted with):
Advanced IT knowledge
HPE Product lines advanced knowledge is an advantage
Customers (Internal/External) Service Request Handling
MS Office tools
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:
ServicesJob Level:
Intermediate
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.
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