Technical Solutions Consultant
This role has been designed as Hybrid with an expectation that you will work on average 2 days per week from an HPE office.
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In the HPE Hybrid Cloud , we lead the innovation agenda and technology roadmap for all of HPE. This includes managing the design, development, and product portfolio of our next-generation cloud platform, Green Lake. Working with customers, we help them reimagine their information technology needs to deliver a simple, consumable solution that helps them drive their business results. Join us redefine what s next for you.
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 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.
What youll do:
- Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end users 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.
- Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
- Review and may resolve complex business issues.
- Excellent communication skills. Add case resolution to KMS.
- Understand and utilize Information Technology Information Libraries (ITIL).
- Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
- Partners frequently with the Sales Pursuit team.
Education and Experience Required:
- Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE A level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.
- 3-5 years experience in relevant technologies and customer environments.
- Relevant industry qualification where applicable.
What you need to bring:
- Excellent verbal and written communication skills in language to be supported.
- 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.
- Superior customer service skills.
- Phone and remote support.
- Partners frequently with the Sales Pursuit team.
- 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.
- Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}
#india #hybridcloud
Job:
Services
Job Level:
Specialist
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity .
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