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Hardware Support Engineer

3 months ago

Salt Lake City, United States Hewlett Packard Enterprise Development LP Full time

Hardware Support Engineer Apply locations: Salt Lake City, Utah, United States of America Time Type: Full time Posted on: Posted Yesterday Job Requisition ID: 1175603 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: Job Family Definition: 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 delivery 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 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. Education and Experience Required: Bachelor's degree preferred or Associate degree holder (technical field) with 2-3 years working experience in related fields desired. TS/SCI Clearance with specific polygraph required at time of hire. Must be comfortable working on-site M-F at customer location near Salt Lake City. 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 and creative). Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination. Provide suggestions for operational efficiencies. What We Can Offer You: Health & Wellbeing: We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development: We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. Diversity, Inclusion & Belonging: We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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. COVID Policy: The health and safety of our team members, customers and partners is paramount at HPE. Accordingly, if applicable to the role you applied to, you must be fully vaccinated against COVID-19 by the employment start date where permitted by law. Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws. 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. Accessibility: Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email recruiting@hpe.com. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. #J-18808-Ljbffr