Technical Solutions Cons IV

Technical Solutions Cons IV This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. Job Description: Job Family Definition: Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. Management Level Definition: Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees. Responsibilities: 3 Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems. 3 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). . 3 Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence. 3 Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements. 3 Ability to articulate clearly, recommend and explain resolutions /clients. 3 Understand and utilize ITIL. 3 Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. Education and Experience Required: 3 First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 1-3 year completion beyond High School level, BA/BS or equivalent experience. 3 3+ years experience in relevant technologies and customer environments. 3 Relevant industry qualification where applicable. Knowledge and Skills: 3 Excellent verbal and written communication skills in language to be supported. 3 Advanced troubleshooting skills in a technical environment. 3 Excellent analytical and problem solving skills. 3 Advanced Software and hardware knowledge of computing, storage and peripheral devices. 3 Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.). 3 Advanced proficiency with case management databases and tools. 3 Superior customer service skills. 3 Phone and remote support experience. E-support experience, knowledge and resolution ability. 3 Ability to solve and document solutions for usage of other technicians and customers. 3 Ability to mentor new agents. 3 Ability train peers on solutions. 3 Ability to take full ownership for resolution with escalated customers. 3 Ability to lead technical action plans. 3 Lead or provide expertise to teams or projects. 3 Highly Developed knowledge of more complex solutions. 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. 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. Let's Stay Connected: #unitedstates #operations Job: Services Job Level: Specialist "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. - United States of America: Annual Salary USD 65,200 - 150,500 in Georgia & Texas The listed salary range reflects base salary. Variable incentives may also be offered." Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html