Federal IT Call Center Technician (Clearance TS/SCI, Full Scope Poly) San Antonio, TX

Federal IT Call Center Technician (Clearance TS/SCI, Full Scope Poly) San Antonio, TX

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer 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:

Summary

Assisting and supporting end-users with technical issues and questions related to hardware – compute, network and storage systems via multiple support channels including ServiceNow and Jira tickets, phone, email, chat sessions, and other communication methods available.

Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles.

Internal facing to create, track and escalate tickets to pull in engineers to solve customer challenges.

Order and track replacement parts.  Maintain spare parts inventory.

Success will be measured through satisfactory attainment of customer service level agreements.

US Citizenship

Clearance: TS/SCI with Full Scope Poly required

Responsibilities:


* Ability to effectively communicate and answer customer inquiries.


* Provide exceptional customer service and resolutions in a time-efficient manner.


* Excellent problem-solving skills.


* Active listening and strong communication skills.


* Ability to adapt and work well in a call center environment.


* Resolve customer challenges and provide accurate and definitive information


* Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.


* Integrate technical knowledge and business understanding to create solutions for customer.


* Mentor/consult with team members, other organizations, customers, and vendors on complex issues.


* Act as a consultant in service delivery business, technology, industry or specific application.


* Resolve technical and some business incidents independently.


* Mentor/assist less-experienced team members on complex incidents.

Knowledge and Skills:


* Direct, call center experience, 2+ years.


* Fluent in English, both written and verbal.


* Technologica...