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Technical Solutions Consultant

Technical Solutions Consultant

Job Description:

HPE’s customer base is expanding rapidly and, as a result, we are growing our highly skilled team in the Pointnext Customer Solution Center!

HPE CSC is seeking to identify highly motivated and qualified individuals for an opportunity as a Storage Technical Solutions Consultant to join our team in Alpharetta, GA.

As a Storage Technical Solutions Consultant, you will respond to proactive electronic notifications and incoming internal and external calls from our customers to resolve enterprise hardware and software technical issues. In this customer-facing but remote role, you will field technical questions on product and service offerings, on features, specifications, and repairs, based on customer contractual relationships. These technical support calls range from basic user questions to issues requiring in-depth technical and problem solving skills. As needed, you will effectively engage and team with product engineering to expedite problem resolution, and deliver the highest levels of customer service and customer satisfaction for HPE’s largest enterprise IT customers.

This position is part of a growing team providing enterprise support to customers in a 24/7/365 environment. As a result, positions will include a variety of shift assignments to provide day, evening, overnight, weekend, and holiday coverage. Hours and shift assignments are subject to change, based on the needs of the business.

Position is based in Alpharetta, GA. No relocation assistance available.

In this role, you’ll have the opportunity to expand your expertise on the products we deliver and support, while gaining additional experience as a Storage Technical Solutions Consultant, which can lead to future careers within HPE.

Responsibilities

  • Successfully troubleshoot and document complex enterprise technical issues, including problem duplication, action planning, and problem management
  • Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
  • Communicate with HPE customers, and manage case elevations and customer expectations
  • Ensure contractual and service level commitments to customers are met
  • Interface and partner with product groups, engineering/development teams, and Sales Pursuit teams
  • Facilitate information gathering and validation and drive the team decision-making process
  • Continue to develop—and master—your technical and industry knowledge across assigned disciplines
  • Demonstrate team or project leadership, with an eye toward development of less experienced team members
  • Capture solutions into Knowledge Management System (KMS)
  • Other duties as assigned

Education and Experience Required

  • Bachelor’s or higher level degree (BA/BS); technical discipline preferred
  • 3+ years’ troubleshooting experience in a Server, San, Networking, or Tape environment
  • Without a degree, an additional 2 years’ relevant experience, for a total of 5+ years

Knowledge and Skills Desired

  • HPE Storage troubleshooting experience ideal
  • Linux, VMware, Networking, or other operating systems experience
  • Knowledge of SalesForce.com CRM tool (SFDC), OneNote, Windows, Microsoft Office
  • Strong writing skills to enable the creation of knowledge-based articles, case documentation, and escalations to engineering

Knowledge and Skills Required

  • Strong internal and external customer interaction skills
  • Superior phone skills
  • Case management and follow-up skills
  • Works well under pressure in a collaborative team environment
  • Ability and willingness to work a flexible schedule, to include days, nights, weekends, and holidays
  • Predisposed to train and mentor less experienced team members
  • Relevant industry certifications desirable (Linux, ITIL, VMware, storage, etc.)
  • Results-oriented professional with the ability to deliver excellent work on tight schedules

About Hewlett Packard Enterprise

HPE is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Hewlett Packard Enterprise is not only the company best equipped to build a bridge from where enterprise IT is today, to where it needs to be, but HPE is also an incredible place to build a career. As the only company that brings it all—software, hardware, services, and talented people with the right mindset—we help organizations innovate, stay competitive, and quickly turn ideas into value.

Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities

Job:

Services

Job Level:

Specialist

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.

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Company Name:
Security Clearance:
Confidential
Location:
Alpharetta, Georgia
Country:
United States
Salary:
Not Specified
Job Number:
1043870




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