Technical Solutions Cons IV
About The Position
Hewlett Packard Enterprise is hiring a Technical Solutions Consultant IV for its Customer Solution Centers, which provide remote customer access, pre-sales, post-sales, and service delivery. The role focuses on resolving business systems and application problems for customers, onsite engineering personnel, and Authorized Service Providers across standard, specialized, and complex systems. The position is hybrid, with an average requirement of two days per week in an HPE office. This experienced technical specialist applies advanced subject matter knowledge to complex issues, serves as an expert, and contributes to new ideas, methods, and process improvements. The role may lead or provide expertise to functional project teams and cross-functional initiatives, represent HPE to external customers, and mentor and guide lower-level employees. The expected annual base salary in Georgia and Texas is USD 65,200–150,500; variable incentives may also be offered. Actual offers may vary based on location, experience, education or training, and skill level.
Requirements
- First-level university degree in a technical or non-technical field, or equivalent experience; the posting describes this as typically one to three years of education beyond high school.
- At least 3 years of experience in relevant technologies and customer environments.
- Relevant industry qualification where applicable.
- Excellent verbal and written communication skills in the supported language.
- 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, with knowledge of multiple product lines.
- Advanced proficiency with case-management databases and tools.
- Superior customer-service skills.
- Phone and remote-support experience, along with e-support knowledge and resolution ability.
- Ability to solve and document issues and solutions for technicians and customers.
- Ability to mentor new agents and train peers on solutions.
- Ability to take full ownership of resolutions for escalated customers.
- Ability to lead technical action plans and provide expertise to teams or projects.
- Highly developed knowledge of more complex solutions.
- Ability to exercise significant independent judgment in determining how to accomplish work and objectives.
Nice To Haves
- Relevant industry qualification where applicable.
Responsibilities
- Resolve hardware and software technical issues reported by internal or external businesses and end users, including issues identified through proactive notification systems.
- Respond to service, product, technical, and customer-relations questions about product features, specifications, repairs, parts, and options, based on customer entitlement.
- Proactively assist businesses and end users to avoid or reduce problem occurrence.
- Mentor and guide other employees and provide direction on process improvements.
- Clearly articulate, recommend, and explain resolutions to clients.
- Understand and use ITIL.
- Represent the company during customer-location visits, industry conferences or trade shows, and vendor meetings.
- Provide expertise to functional project teams and potentially participate in cross-functional initiatives.
- Lead technical action plans and take ownership of escalated customer issues.
- Document solutions for use by other technicians and customers and train peers on solutions.
Benefits
- Comprehensive benefits supporting physical, financial, and emotional wellbeing.
- Programs supporting personal and professional development and career goals.
- Variable incentives may also be offered.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
