Global Support - Remote Services Engineer

Synergy Lead & ProLiant RTCC

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

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation – giving clients the most effective solutions for a fast-paced, modern business along with the expertise to achieve maximum business benefit, and to deliver better experiences.

Role Description
The Global Support - Remote Services engineer (Global Support – Collaboration engineer) will be responsible for complete resolution of complex problems at a large enterprise level and mission critical compute environments. The candidate will provide expert level assistance directly to Customers, Partners, TEC engineers, Field CEs, Escalation engineers and Resellers/VARs. Some of the main responsibilities include Problem reproduction, collaboration with the engineering team, QA and development engineers, Escalation and Elevation management, development of knowledge base and training material, mentoring and formal training delivery.

Job specific responsibilities include troubleshooting and resolving complex technical issues on HPE Compute products like Synergy, ProLiant, C7000 Blade Enclosures, OneView and interconnect modules. This will also involve basic troubleshooting of performance and host connectivity related issues isolation which would need good understanding of Operating systems, Virtualization and Networking. Providing leadership in technical problem management, working closely with end customers, HPE remote and field support staff is also part of added responsibilities of this role.

What you will do:
 Respond to service, product, technical, and customer relations questions on subjects such as features, specifications and repairs on current and discontinued products and parts & options based on customer entitlement
 Provide leadership to technical problem management and issue resolution by working closely with the end customers, HPE remote , engineering resolution teams and field support staff.
 Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant stakeholders.
 Identify and contribute to projects/process to improve product support, customer satisfaction and team efficiency.
 Technical writing skills will be required to publish issue resolution documents.
 Communicate effectively with technical and non-technical stakeholders and have an ability to drive the conversation/discussion.
 Ability to isolate and solve complex technical/business problems and be able to interact with people (customer and internal HPE) at all levels and geographies. (own team, members of SC and Product Divisions).
 Possess a strong customer focus with the ability to control elevations; balancing the needs of the customer, the HPE account team and the Compute division.

What you will bring:
 Excellent product knowledge and troubleshooting skills on Synergy (Primary), ProLiant & C7000 systems.
 Excellent knowledge on Virtual connect, OneView, Operating systems, Virtualization and Networking
 Good understanding and basic troubleshooting knowledge on storage connectivity & DAS.
 Excellent verbal and written communication skills
 Experience in troubleshooting in a technical environment
 Excellent analytical and problem-solving skills
 Software and hardware knowledge of computing and storage
 Able to lead resolution and root causing activities with escalated customers.
 Ability to mentor new agents and contribute to technical action plans.

Eligibility

 Educational qualification – Bachelor/Masters in technical field or equivalent experience.
 Minimum Grade: Intermediate (INT) above

Points to note before you apply:
 To apply for open positions, approval of the employee's current manager is required and Approval email has to be shared with the RM Team/Recruiter
 Employees in Performance Improvement Plan are not eligible to apply.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity (+ 5 more}

What We Can Offer You:

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Expert

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO F/M/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.