Engineering Resolution Team Engineer Graduate

Hewlett Packard Enterprise•Spring, TX

12d•$53,600 - $107,400•Onsite

About The Position

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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: Job Family Definition Customer Solution Centers consist of teams that provide customer access, pre-sales, post-sales, technical support, and service delivery. Technical teams resolve business systems, infrastructure, and application issues for customers, onsite engineering personnel, and Authorized Service Providers across standard, specialized, and complex systems. This position is based in an engineering laboratory and focuses on hands-on technical investigation, testing, troubleshooting, and resolution of hardware, software, configuration, and system-integration issues. Management Level Definition Applies intermediate subject-matter knowledge to resolve a variety of common and moderately complex technical issues. Works independently within established practices, procedures, and policies. Analyzes information, evaluates unique circumstances, recommends appropriate actions, and engages additional technical resources when required. Provides informed team input and limited project-direction support.

Requirements

Vocational or technical certification, apprenticeship completion, associate degree, or equivalent practical experience.
Experience in laboratory engineering, technical support, infrastructure support, systems engineering, field service, hardware troubleshooting, or a related technical environment.
Experience setting up, configuring, testing, and troubleshooting computing, storage, networking, operating-system, or peripheral technologies.
Relevant industry certifications or technical qualifications, where applicable to the assigned technology portfolio.
Demonstrated experience troubleshooting technical issues in a laboratory, engineering, infrastructure, or technical support environment.
Working knowledge of computing, storage, networking, operating systems, peripherals, and related infrastructure.
Ability to build, modify, test, and restore laboratory configurations accurately and safely.
Ability to develop test plans, interpret test results, and document repeatable technical findings.
Strong analytical, root-cause analysis, and problem-solving skills.
Proficiency with diagnostic tools, test equipment, system logs, monitoring utilities, and technical documentation.
Proficiency with case-management, engineering documentation, laboratory asset, and knowledge management systems.
Strong written and verbal communication skills.
Ability to explain technical findings and recommendations clearly to technical and nontechnical audiences.
Ability to prioritize multiple investigations and manage work according to established timelines.
Strong customer service and customer relationship skills.
Ability to collaborate effectively with engineering, support, field service, service delivery, sales, and business teams.
Ability to communicate effectively in the language is required for the assigned customer population or market.
Ability to follow applicable laboratory equipment handling, security, environmental, and safety procedures.

Responsibilities

Investigate, reproduce, troubleshoot, and resolve hardware, firmware, configuration, interoperability, and system-integration issues in an engineering laboratory.
Set up, configure, test, and troubleshoot computing, storage, networking, peripheral, and related infrastructure systems.
Analyze customer and field reported issues using logs, diagnostic tools, test results, product documentation, and laboratory resources.
Develop and execute test plans to isolate faults, identify probable root causes, and validate corrective actions.
Evaluate unique or complex installations, configurations, and system interactions and recommend appropriate resolutions.
Validate workarounds, replacement components, firmware updates and configuration changes before recommending implementation.
Perform approved component replacement, system rebuilds, reconfiguration, and other hands-on diagnostic activities.
Respond to service, product, technical, and customer support questions regarding features, specifications, repairs, current and discontinued products, parts, and options.
Provide support in accordance with applicable customer entitlement, including warranty, support contract, and mission-critical service coverage.
Proactively identify recurring issues and recommend actions to prevent or reduce future problems.
Maintain accurate and timely case records in approved case management and engineering systems.
Document test conditions, system configurations, troubleshooting activities, root-cause findings, corrective actions, and validation results.
Add validated case resolutions, procedures, and technical findings to the Knowledge Management System (KMS).
Escalate suspected product defects, documentation gaps, recurring issues, and other concerns through established processes.
Engage engineering, field service, technical support, service delivery, and Authorized Service Provider teams as required.
Coordinate activities to support applicable service-level agreements, quality standards, escalation requirements, and customer commitments.
Communicate technical findings, recommendations, and status updates clearly in writing and verbally.
Represent the company professionally during approved customer-site visits, industry conferences, trade shows, vendor meetings, or technical reviews.
Develop effective partnerships with and provide technical support to the Sales Pursuit team.
Advocate for customer needs while balancing technical feasibility, service entitlement, security, safety, policy, and business requirements.
Contribute to improvements in laboratory methods, troubleshooting processes, diagnostic tools, technical documentation, and customer-resolution quality.