Customer Solution Center Graduate

Your Key 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). .

• Resolve incoming internal or external businesses and end user's problems via telephone and e-support.

• Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).

• Proactively assist customers to avoid or reduce problem occurrence.

• Engages team members for support as required to ensure internal or external business and end user SLA demands are met.

• First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.

• Respond to automated detected events from the HPE monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.

• Enter incident details and progress of incident resolution into the HPE Incident tracking system.

• Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers and Storage.

• Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.

• Identify customer sensitive situations and instigate management escalation.

• Ensure that the details of the incident and resolution are correctly recorded into the HPE ITOC Australia Incident tracking system servicenow.

• Maintain a high level of customer satisfaction by owning issues, managing communication both within HP and with the customer, leveraging the wider HP resources to assist and following incidents through to resolution.

• Maintain a thorough understanding of ITIL best practice.

• Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.

• Ability to deal in a fast-pace and high-pressured environment.

Education and Experience Required:

• Bachelor's degree preferred or Diploma degree holder. Completion in 2025 / 2026

Role Start Date

• February 2027

About You

• Have a broad knowledge and passion for the IT industry

• Excellent verbal and written communication skills

• Technical troubleshooting skills

• Excellent analytical and problem-solving skills.

• Software and hardware knowledge of computing, storage and peripheral devices.

• Proficiency with case management databases and tools.

• Superior customer service skills.

• Phone and remote support experience. E-support experience an advantage