About the role

Global Technical Support Engineer resolving technical issues from businesses and end users for HPE. Assisting with product inquiries and leading resolution activities in a hybrid work environment.

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).
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
Review and may resolve complex business issues.
Add case resolution to KMS.
Understand and utilize Information Technology Information Libraries (ITIL).
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Partners frequently with the Sales Pursuit team.

Graduated from relevant technical university programs.
BA/BS or equivalent experience preferred.
8+ years experience in relevant technologies and customer environments.
Technical certification in HPE products
Relevant industry qualification where applicable.
Excellent verbal and written communication skills in language to be supported.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Software and hardware knowledge of computing, storage and peripheral devices.
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability to lead resolution activities with escalated customers.
Ability to contribute to technical action plans.
Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).
HPE Storage, Compute, SAN and Hyperconverged solutions like Simplivity.

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.