Technical Solutions Consultant (Synergy)

Technical Solutions Consultant (Synergy)

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE 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:

   

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.

On the Synergy platform, the engineer must be capable of delivering remote level 2 or advanced support services to our top  Mission Critical Enterprise and US Soil customers to maximize customer business availability. Supporting our Synergy solution requires knowledge and expertise across hardware, software, networking and storage issues. The Synergy engineer becomes  subject matter experts on a wide variety of topics and though our primary mission is to resolve break-fix issues, Synergy engineers often engage in consultative engagements to help the customer manage complex solutions in complex environments.    

Responsibilities: 

• Respond to service requests via phone and electronic case creation sources.

• Provide guidance on service, product, technical, and customer- relations topics such as features, specifications, repair activity, parts and options based on customer entitlement (warranty through our Complete Care portfolio).

• Successfully resolve technical issues across hardware, software, networking and storage.

• Occasionally, lead and/or provide technical expertise to customer project teams and cross-functional initiatives.

• Acts as an expert providing direction and guidance to process and change improvements and policies.

• Frequently represent HPE to external customers/clients.

• Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives.

• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.

• Have the ability to articulate clearly, recommend and explain resolutions to our client, account teams and sales personnel.

• Work with end-to-end ownership of your customer's service issues.

• Provide training, mentoring and guidance to less experiences team member and management.

• Understand and utilize ITIL.

• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

Education and Experience Required:

• Typically BA/BS degree or 5-7 years equivalent experience in relevant technologies or exposure to customer environments beyond High School graduation.

• Relevant Technical or non-technical school history. 

• Relevant industry / certification qualifications where applicable.

Knowledge and Skills:

This position will support government accounts.  Therefore, due to federal export-control regulations, the selected candidate must hold U.S. citizenship, U.S. lawful permanent resident/Green Card status or otherwise have a category of refugee/asylee status enabling them to perform the role without requiring a license under the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR).

• Phone and remote support experience.

• Electronic support experience and knowledge.

• Track record of resolving customer issues.

• Superior customer handling skills.

• Excellent verbal and written communication skills in language