Hewlett Packard Enterprise Company Server Solutions Technical Consultant in Alpharetta, Georgia
Server Solutions Technical Consultant
Server Solutions Technical ConsultantAs a Server Solutions Technical Consultant you will take direct customer calls and work customer cases and elevations to resolution in a timely manner. Engineers will provide the best and superb customer support experience, learn the customer's environment and provide timely follow up and communication to customer throughout resolution and case closure. Engineers could work variable shifts, including nights and weekends, depending on customer and business needs.
The Customer Solution Center is made up of teams that provide remote (offsite) service 24X7.
The Advanced Solutions Center 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.
In this role, you will:
Take incoming phone calls and virtual cases directly from customers with first call resolution goal.
Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
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). .
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Work variable shifts, including overnight and weekends, according to business needs.
Act as a mentor and guide to other employees. Provide direction and guidance to process improvements.
Articulate clearly, recommend and explain resolutions /clients.
Understand and utilize ITIL.
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Education and Experience Required:
Associates or Bachelor’s Degree in a technical field preferred, or equivalent experience
3+ years relevant experience supporting or as a systems admin working with server software or hardware
3+ years Level 2 phone and remote enterprise support experience required.
Knowledge and Skills:
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Software and hardware knowledge of computing, storage and peripheral devices.
Advanced proficiency with case management databases and tools.
Phone and remote support.
Advanced knowledge of installation, administration and configuration of server operating systems and applications – Linux, Microsoft, etc.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability to lead resolution activities with escalated customers.
Ability to contribute to technical action plans.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.
Hewlett Packard Enterprise
Technology innovation that fosters business transformation.
We Are In the Acceleration Business
We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.
Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.
Standards of business conduct (SBC):
The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors.
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Equal Opportunity Employer (EEO):
Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law.
If you’d like more information about your EEO right as an applicant under the law, please click here: Equal Employment Opportunity is the Law
Equal Employment Opportunity is the Law - Supplement
Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail firstname.lastname@example.org.
Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.