Field Technical Spt Rep III

Job description

Field Technical Spt Rep III

  

Job Description:

   

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Responsibilities:

·  Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
·  Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures.
·  Provide software service, post- sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems.
·  Provide direct post-sales systems technical support to end users and company Authorized Service Providers.
·  Solve technical problems on an assigned hardware and software platforms.
·  Use proactive monitoring procedures/tools to identify problem prevention opportunities.

Education and Experience Required:
Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience.

Knowledge and Skills:

·  Knowledge of corporate organization, job, and policies.
·  Advanced knowledge of operating systems and software.
·  Basic skills in project management.
·  Strong communication skills, problem analysis, and presentation skills.
·  Ability to develop Customer relationships.
·  Ability to perform while under high-pressure situations.
·  Ability to work in a team environment.
·  Basic networking, O/S, and troubleshooting knowledge.
·  Detailed understanding of general/technical aspects of the onsite system repair job.

• At least 3-5 years HW/x86 support work experience
• Engineer needs to be trained in multiple vendor x86 platforms in current client’s
environment and potential new x86 brands in future.
View Details: Job Requisition: 1045010 Field
Technical Spt Rep IV
02:57 AM
2019/03/22
Page 2 of 5
Compensation Details
Questionnaire
Organizations
Cost Center
• Able to perform HW diagnosis, troubleshooting & repair (part swap) for x86 platforms
(HPE and non-HPE).
• Perform IMAC-D, S/W restoration, data restoration, proactive services and other BAU
activities as per instructed by client
• Perform tape backup, tape restoration as per instructed by client
• Perform cabling (network, fiber, power) as per instructed by client
• Maintain and manage spares parts inventory at client site, spares are property of HPE.
Engineer would also have to monitor and report parts consumption back to HPE Regional
PM
• Perform firmware/patches upgrade upon advice by HPE TAM/ASM
• All of the activities above will be logged as tickets to the engineer. Engineer will need to
monitor the call/ticket system for tickets assigned to them.
• Engineer must understand the Service Level objectives (Severity) required by client and
work within the response and resolution time to meet the objectives.
• Perform Asset tagging or inventory count when required
• Work on shift basis

Job:
Services

Job Level:
Core

    

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

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.