SPG Call Center Team Member, (Clearance Required: TS/SCI with Poly) San Antonio, TX, On-site

Hewlett Packard Enterprise • San Antonio, TX

8h • Onsite

About The Position

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention. Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees. US Citizenship required Clearance required: TS/SCI with Full Scope Poly Work Location: San Antonio, Texas Work Shifts: Must be available to work on-site daily. This is not a remote role. Various Fixed Day, Evening, and Weekend Shifts available with 4 days on and 3 days off. To be determined/discussed during the interview process. 12hr Day shift hours 6am - 6pm 12hr Night shift hours 6pm to 6am 8 hr Night shift starts 6pm to 4am and other night shift person is 10pm to 7am 8 hr days (6am to 3pm and 10am to 7pm)

Requirements

• Working knowledge of Level 1 (L1) IT support processes, including incident management, ticket triage, categorization, prioritization, and escalation.
• Familiarity with IT service management (ITSM) platforms such as ServiceNow, Jira, and Salesforce for ticket creation, tracking, and reporting.
• Basic understanding of IT hardware and network fundamentals (LAN/WAN, VPN, DNS, TCP/IP, firewalls, connectivity troubleshooting).
• Ability to operate within and follow strict protocols in air-gapped and secure network environments .
• Experience monitoring alerts across multiple systems, dashboards, email queues, phone lines, and chat platforms simultaneously.
• Strong attention to detail with the ability to accurately document technical information and customer interactions.
• Ability to follow established Standard Operating Procedures (SOPs) and escalation matrices.
• Excellent verbal and written communication skills with a professional phone presence.
• Strong organizational skills with the ability to manage multiple tickets and competing priorities in a fast-paced environment.
• Critical thinking and problem-solving skills to perform initial troubleshooting and determine appropriate dispatch actions.
• Ability to work independently as well as collaboratively within a team-oriented operations environment.
• Bachelor's degree preferred or Associate degree holder (technical field) with 1-3 years working experience in related fields desired.
• US Citizenship required
• Clearance required: TS/SCI with Full Scope Poly

Responsibilities

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level