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Onsite Technical Support Specialist

2 months ago

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

Position Title: Onsite Technical Support Specialist

Overview:
This position is primarily focused on providing hardware support at customer locations, ensuring seamless operations and high levels of customer satisfaction.

About Us:
Hewlett Packard Enterprise Development LP is a leading global technology company that empowers organizations to harness the power of data and applications across various environments. Our mission is to innovate and enhance the way businesses operate, fostering a culture that values diversity and collaboration.

Role Summary:
This role encompasses a variety of technical and managerial responsibilities aimed at delivering exceptional onsite support for hardware systems. The position is integral to maintaining customer loyalty and satisfaction through effective service delivery.

Key Responsibilities:

  • Collect and analyze data to identify issues, escalating to higher-level support teams as necessary to ensure prompt resolution.
  • Maintain strong customer relationships by understanding and addressing their needs effectively.
  • Oversee hardware support tasks, collaborating with Account Service Managers to ensure technical deliverables are met.
  • Execute a range of hardware-related activities, including installation, configuration, and proactive maintenance.
  • Escalate issues to the appropriate HPE contacts following established protocols.
  • Utilize technical expertise and business acumen to develop tailored solutions for clients.
  • Independently resolve most technical incidents while collaborating with team members for more complex issues.
  • Proactively identify potential escalations and communicate them to management.
  • Implement solutions to prevent future problems within the scope of responsibility.
  • Apply HPE solutions to meet customer needs effectively.
  • Balance internal objectives with customer requirements within defined parameters.
  • Identify opportunities for additional services that may enhance future revenue growth.
  • Foster strong relationships with management in assigned accounts.
Qualifications:
  • Bachelor's degree preferred or an Associate degree in a technical field with 2-3 years of relevant experience.
  • Must possess TS/SCI Clearance with a specific polygraph.
  • Willingness to work onsite during standard business hours at customer locations.
Skills and Knowledge:
  • Comprehensive understanding of company products, services, and market trends.
  • Strong communication skills, capable of engaging with senior management.
  • Active listening abilities and adaptability in communication style.
  • Proficient problem-solving skills, both proactive and reactive.
  • Ability to serve as a trusted advisor to customers, providing clarity in solution development.
  • Suggestions for operational improvements are encouraged.
What We Offer:
We provide a comprehensive benefits package that supports the physical, financial, and emotional well-being of our team members. We are committed to your personal and professional growth, offering programs designed to help you achieve your career aspirations. Our inclusive culture celebrates diversity and encourages collaboration, ensuring that every team member feels valued and empowered.