Hardware Support Engineer, TS SCI with Polygraph, Maryland

Hardware Support Engineer, TS SCI with Polygraph, Maryland

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

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:

US Citizenship Required

Clearance Required: TS SCI with Polygraph

Work Shift: M-F, (8am to 5pm or 6am to 3pm)

Location: Will work On-Site at client facility

Responsibilities:


* Gather data, perform analysis, and escalate problems to higher-level product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues.


* Maintains a high level of customer satisfaction by clarifying customer needs and communicating the needs to HPE.


* Responsible for hardware support deliverables and acts as collaborator with the ASM for the technical deliverables.


* Performs all types of hardware related tasks including installation, configuration, proactive (firmware), and break fix.


* Will escalate issues as needed to HPE account and according to established procedures.


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


* Resolve most technical incidents independently within your technical area.

Work with team members to resolve more complex or cross-technology incidents


* Identify potential escalations and alert management proactively


* Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.


* Apply HPE solutions to meet moderately complex customer needs within area(s) of technical responsibility


* Balance internal needs with customer needs within defined parameters.


* May identify additional services that could lead to future service revenue growth.


* Build strong relationship with management in assigned accounts

Knowledge and Skills:


* Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.


* Broad knowledge of corporate organization, job, and policies.


* Communicate tactfully with diplomacy up to senior management levels within an organization.


* Active listening skills and ability to adjust messages to audience level.


* Problem-solving skills (proactive, reactive...