Senior Solutions Architect providing expertise on technology designs and implementations. Engaging with clients in a hybrid role to deliver tailored IT solutions for diverse projects.
About the role
- Combine technical expertise with customer service to manage hardware support issues at Hewlett Packard Enterprise. Work closely with various teams on troubleshooting and solutions.
Responsibilities
- Be comfortable and effective in combining technical expertise with customer service to manage hardware support issues from start to finish.
- Maintain the ability to develop a rapport and empathy for the customer situation.
- Work with various HPE teams, including but not limited to, Global Remote Support, Publications, Training, Support Planning, Manufacturing, Testing, and R&D.
- Triage and root cause analysis of customer hardware issues and provide proper corrective actions.
- Focus on customers and solutions using HPE hardware and other vendors' hardware.
- Ensure the proper collection of data as you document and provide timely communication of service events.
- Manage escalations to next level of engineering and development ensuring issues are documented completely and are technically sound.
- Analyze system hardware and interconnect issues and provide final resolutions or workarounds when possible.
Requirements
- Bachelor or Associate degree with work experience in mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
- Typically, 5- 8 years' experience, preferably in an HPC related environment.
- Good knowledge and experience of Linux/Unix operating systems.
- Basic knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation.
- Excellent organizational, collaborative, and customer relations skills with the ability to remain calm under pressure and deadlines.
- Strong verbal and written communications in English.
- Excellent analytical and problem-solving skills.
- Willing to work “on call” on a staff rotating basis.
- Must have availability to provide after-hours support work, as required.
- Ability to gather data and perform analysis of customer reported issues, request and follow advice from teammates or escalate to the next level of engineering with well described problem details.
- Ability to work effectively in a team environment to investigate and resolve complex problems as part of a team.
- Ability to effectively manage the break fix process by remotely assisting with troubleshooting or initiating on-site hardware repairs.
- Ability to multi-task and prioritize, switching between working several issues at once.
- Strong mechanical capabilities.
- Strong electrical component design knowledge.
- Good thermal/cooling design knowledge.
- Desire to learn and grow by utilizing and learning new technologies and tools.
- Capability to work across GEOs and alongside sales, service SMEs, operations, and management groups.
- Desire to challenge how things are done if there is a better way.
- Strong customer focus, ability to act as liaison to customer.
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
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