Complex Environment Support EngineerThis role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 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 varied 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:

The primary responsibility of theLevel 1.5 Complex Environment Support Engineer (CES)is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas ofcompute, storage and networkhardware platforms, operating systems, subsystems and products operating on these systems. TheCES Engineeris the firstand secondlevel of technical support to the customers. On receipt of a service request theCESengineerresearchesfor a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets complex theCESEngineer is responsibleto collaboratewithCESandL3engineers within his technology area as well as other involved parties.

Job specifics/responsibilities:

Timely responds to customers via phone/mail/web. Logscase, providesinformation & troubleshootsto solve customer problemaccordingcompany KPIs for the business

Manages customer expectations by taking intoconsideration the entitlementand identifies customer problems

Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership

Collaborates with peers as well as withL2Engineersand L3 Engineersfrom all Departments

Timely elevates and/or escalates to next level when the case is complex

Participates in projects for process or quality improvements

Manages multiple tasks or cases simultaneously with minimal supervision

Actively captures resolutionsof newissues and documents them in the respective data base

Acts as a first point of contact for Engineer I and Staff Engineer for guidance on technical and business process issues

Keeps documentation as per requirements

Meets the deadlines and keeps the service level agreements

Achieves personal goals assigned by the direct manager

Works together with other team members to achieve team goals

Iscompliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager

Key deliverables/accountabilities:

Excellent scores ofCustomer Satisfaction Index

Commitments are mettimely with high quality

Goodknowledge ofproducts and processes

AccurateCase management

Diagnosis accuracy

Working relationships:

Internal:

GTS Sofia teams

Other HPE teams

External:

HPEcustomers

HPEPartners and service providers

Education (degree) and professional experience required

Universitydegree

Professional experience: ideally2-3years’ experience inCESservice and support

Other requirements:

Very good language skills in English

Excellent language skills in German/Russian/Italian/Spanish/Polish/Romanian (if team is supporting German/Russian/Italian/ Spanish/ Polish/Romanian speaking clients)

Project management skills

Presentation skills

Ability to properly maintain technical documentation

Ability to work with business processes

Excellent Business Process Knowledge

Personal skills and qualities:

Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution

Excellent oral and written communications skills

Positive attitude towards team members, customers and partners.

Capable of being self-managed, and a team player, quality conscious, efficient, flexible and eagerto share and acquire knowledge

Analytical and problem-solving skills

Time management skills and working with tough deadlines

Ability to work under pressure

Ability to handle multiple tasks at the same time and ability to prioritize

Technical skills (procedures and documents the employeehas tobe acquainted with):

Advanced ITknowledge

HPEProduct lines advanced knowledgeis an advantage

Customers (Internal/External) Service Request Handling

MS Office tools

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Intermediate

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category,and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO 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.

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

Complex Environment Support Engineer

Hewlett Packard Enterprise

Job Description

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