Technical Solution Consultant

Technical Solution ConsultantThis role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

The Technical engineer is the first level of technical support to the customers. On receipt of a service request the Technical engineer researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves log analysis, diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets too complex the Technical engineer is responsible for timely elevation and/or escalation.

How you'll make your mark:

• Timely responds to customers via phone/mail/web. Logs case, provides information & troubleshoots to solve customer problem according to company KPIs for the business
• Works with customers to identify the problem statement
• Once problem statement is clear, determines necessary actions which might include gathering and analyzing logs, using remote tools in order to troubleshoot, diagnose and solve the problem. Keeps customers informed, sets, and follows commitments, keeps precise case documentation and case ownership
• Timely elevates and/or escalates to next level when the case is complex
• Achieves personal goals assigned by the direct manager
• Works together with other team members to achieve team goals
• Participates in projects for process or quality improvements
• Manages multiple tasks or cases simultaneously with minimal supervision
• Active and self-paced improvement of technical and business process knowledge
• Independently and actively improves the quality metrics towards the achievement of the targets beyond
• Keeps documentation as per requirements
• Meets the deadlines and keep the service level agreements
• Is compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager
• Encourages outstanding team morale and maintains highest ethical standards
• Strictly follows the procedures, the policies, and Standards of Business Conduct of the company

About you:

• High School/Bachelor/Master degree
• Professional experience: at least 1 year experience as Customer Support, Technical Engineer, or in a similar environment
• Relevant industry qualification where applicable.
• Very good command of English
• German language skills are advantage

Knowledge and Skills:

• Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
• Excellent oral and written communications skills
• Positive attitude towards team members, customers and partners.
• Capable of being self-managed, and a team player, quality conscious, efficient, flexible and eager to share and acquire knowledge.
• Analytical and problem-solving skills
• Time management skills and working with tough deadlines
• Ability to properly maintain technical documentation
• Ability to work with business processes
• Ability to work under pressure
• Ability to handle multiple tasks at the same time and ability to prioritize

Technical skills:

• General IT knowledge that allows proper execution of the job responsibilities
• Knowledge of server will be considered an advantage
• Customers (Internal/External) Service Request Handling
• Advanced business process knowledge
• Advanced knowledge of the main work tools
• MS Office tools

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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Job:

Services

Job Level:

Intermediate

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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