Private Cloud Solutions Support

Hewlett Packard Enterprise • Alpharetta, GA

1d • $81,500 - $187,500 • Hybrid

About The Position

Private Cloud Solutions Support CBE is a cloud solution where skills in Networking, virtualization Storage and compute would all be useful. The PCBE CoE Engineer should identify that the issue requires further collaboration with the PCBE Engineering either for a complex problem or Bug. All Global Support agents supporting HPE GreenLake for Private Cloud Business Edition should have technical experience with PAN HPE SFDC or Nimble SFDC Instance as needed. This is a global process that applies to all countries. The domain is Global Support Remote, and the Business Unit is HPE Services. This process applies to all Global Support Remote roles and especially the GTS PCBE CoE team supporting this solution. The individual will be working in a team environment within the CoE and collaborating with other team members with diverse technical backgrounds very regularly.

Requirements

• 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.
• 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.

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.

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees