Technical Solutions Cons IV
About The Position
Hewlett Packard Enterprise is hiring a Technical Solutions Cons IV for its Customer Solution Centers, which provide remote customer access, presales, post-sales, and service delivery. The role focuses on resolving business systems and applications problems for customers, onsite engineering personnel, and Authorized Service Providers across standard, specialized, and complex systems. At this level, the position applies advanced subject-matter knowledge to complex business issues and is regarded as an expert. It evaluates complex situations and data, contributes to new ideas and methods, provides expertise to project teams and process improvements, and may help establish policies. The role frequently represents HPE to external customers and may mentor and guide lower-level employees. The position is hybrid, with an average requirement of two days per week working from an HPE office.
Requirements
- First-level university degree in a technical or non-technical field, or equivalent experience.
- 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 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, such as proactive and reactive support, storage, enterprise systems, and tier 2 or tier 3 support.
- 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 other technicians and customers.
- Ability to train peers on solutions.
- Highly developed knowledge of complex solutions.
Responsibilities
- Resolve technical hardware and software issues received from internal or external businesses and end users, including through proactive notification systems.
- Respond to service, product, technical, and customer-relations questions about features, specifications, repairs, products, parts, and options, according to customer entitlement.
- Proactively help internal or external businesses and end users avoid or reduce problem occurrence.
- Mentor and guide other employees.
- Provide direction and guidance for process improvements.
- Clearly articulate, recommend, and explain resolutions to clients.
- Understand and use ITIL.
- Represent HPE at customer locations, industry conferences or trade shows, and vendor meetings.
- Take ownership of resolving issues for escalated customers and lead technical action plans.
- Lead or provide expertise to teams and projects.
Benefits
- Comprehensive benefits intended to support physical, financial, and emotional wellbeing.
- Career-development programs to help employees pursue career goals and build expertise.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
