HPC Hardware Break Fix Engineer - Onsite

HPC Hardware Break Fix Engineer - Onsite

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

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:

Provide technology consulting to external customers and internal project teams. Responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses. As trusted advisor create and maintain effective customer relationships so as to ensure customer satisfaction. Maintain knowledge of leading-edge technologies and industry/market domain knowledge. Actively contribute to the company’s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects. Shape technical direction and technical strategies within the organization and for external customers. Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals. Contribute to organization’s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.

Role Requires:

Active Department of Energy (DOE) Q Clearance or have held one in the past 3 years; if previous clearance, must not foresee a problem with it being reinstated.

Role will be on-site at customer location in Los Alamos, NM

Will require some on-call/weekend work
Duties require US Citizenship.

Management Level Definition:

Contributions include applying developed subject matter expertise to solve common and sometimes complex technical problems and recommending alternatives where necessary. Might act as project lead and provide assistance to lower-level professionals. Exercises independent judgment and consults with others to determine best method for accomplishing work and achieving objectives.

Responsibilities:

• Maintain the HPC systems availability to the customer
• Create and document site procedures, system diagrams, and other configuration or support documents
• Monitoring and maintaining system health on the HPC system(s) – compute, network and storage
• Reviewing, resolving and responding to client tickets
• Creating, monitoring and closing all support cases
• Maintaining availability reports for tracking SLA’s
• Maintaining the system security posture required by the client
• Troubleshooting and repairing hardware issues
• Tracking/documenting the hardware repairs as well as opening, tracking, closing part cases and returning replaced parts.
• Maintaining the on-call schedule to support our 365 24x7x2/4 contracts
• Assisting with hardware and system installation activities in new systems
• Maintain system software and firmware revisions, including patches, updates, and OS upgrades
• Solve system hardware, software, and third-party software issues, and provide detailed and thoughtful analysis of problem and solution
• 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
• Provide solutions and implement repair or workarounds, when possible, fully documenting steps taken when required
• Answer customer inquiries concerning system software versions, product lifecycles, new releases, and third-party applications
• Works with minimal direction from the technical lead and with customer nominated representatives to accomplish assigned tasks.
• Participates as part of a team and maintains good relationships with team members and customers

Education and Experience Required:

• 3 - 5 years of technical experience and a Bachelor of Arts/Science or e