ERT Compute Engineer

Job Description:

In this position, you will work within the OneTeam support teams, directly with the customer, as required to achieve customer satisfaction and swift issue resolution, to deliver the highest level of technical troubleshooting to provide solutions to the most complex, difficult problems experienced by our customers.  You may develop tools and technical knowledge that prevent problems or significantly speed their resolution.  It is expected that you increase the capabilities and self-sufficiency of your OneTeam by sharing your component knowledge areas, developing support tools etc., thus increasing the delivery capabilities of OneTeam over time. You will also be working with product development teams to influence supportability design decisions.

How you will make your mark:

• Work to troubleshoot and resolve customer issues on all supported HPE Compute Hardware systems

• Good technical skills in Linux is preferred

• Troubleshoot issues using various tools and debugging skills.  Reproduce customer issues as necessary for debugging.

• Work with the Customer Support Hubs and Centers and/or directly with the customer to deliver the highest level of technical troubleshooting to provide solutions to the most complex, difficult problems experienced by our customers. 

• Understand Virtual Team Center Engineers training needs and proactively mentor, coach, develop and deliver trainings to address these needs.

• Develop tools and technical knowledge that prevent problems or significantly speed their resolution. 

• Work directly with the product business units to drive improvements in quality, supportability, support processes, and future products.

• Provide our customers with high quality support delivery and drive team success by resolving cases. This includes responding within Operating Level Agreements (OLA’s), analyzing data, developing and communicating customer/problem specific action plans and efficiently driving issues to resolution. 

• Actively manage case backlog and balance workload with team mates.

• Drive timely resolution of defects, enhancements, and product improvement recommendations.

• Participate in Class Problem identification, data analysis, and driving timely solutions

• Development and maintenance of troubleshooting tools, as needed

• Analyze incoming issues and develop knowledge and training to improve partner skills and reduce inappropriate elevations and faster customer issue resolution. 

• Provide mentoring to virtual team partners. 

About you:

• Bachelor’s or Master’s degree in Computer Science, Computer Engineering, other engineering or equivalent combination of education and experience.

• More than 3 years of experience in a customer support, IT support and/or field support.

• Fluent in written and verbal English

• Ability to troubleshoot, isolate, and resolve complex problems.

• Ability to quickly learn products/technologies to a deep level.

• Experience in effectively dealing with difficult people and process situations.

• Ability to work effectively with colleagues and customers across time zones, geographic, and cultural boundaries.

• Drive for taking ownership of problems and self-development.

• Excellent judgment, flexibility and perseverance.

• Solid decision making and negotiating skills. 

• Flexibility to adapt to changing priorities and business requirements.

• Curiosity, fearlessness  and willingness to jump into ambiguous technical situations

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.

Job:

Job Level:

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.