Field Technical Support

Field Technical Support

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 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.

If you are looking to stretch and grow your career our culture will embrace you.

Open up opportunities with HPE.

Job Description:

Within the family there is a range of technical and managerial customer on-site functions.

The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments.

The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments.

Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.

Provides direct post-sales systems on site technical support for reactive and proactive customers.

Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met.

Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives.

Works on problems of diverse complexity and scope.

May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Exercises independent judgment to identify and select a solution.

Ability to handle most unique situations.

May seek advice in order to make decisions on complex business issues.

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 ac...