Customer Solution Center Technical Remote Specialist

Job description

Job ID 1026365 Date posted 10/31/2018 Primary Location Budapest, Budapest, Hungary Job Category Services Schedule Full time Shift No shift worker - zero premium (Hungary)

The role will offer remote support from the Budapest offices

Hewlett Packard Enterprise is an industry leading technology company that enables customers to go further, faster. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers all over the world on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

With the industry’s most comprehensive portfolio, spanning the cloud to the data centre to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

Our Enterprise Group (EG) combines the portfolio of Enterprise Servers, Storage, Networking and Technology Services to solve the complexities of the extended enterprise and deliver advanced solutions and services to our global, commercial and public sector and SMB customers.

Responsibilities:

·  Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
·  Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
·  Understand the Customers business. Comfortable managing technical issue as well as customer business impact and ability to blend and appreciate these aspects in communication with customer.
·  Works on complex problems where analysis of situations or data requires an in depth evaluation of multiple factors. Elevate/escalate in timely manner.
·  Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
·  Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
·  Creating technical knowledge content for future use in HPE Knowledge Management System
·  Understand and utilize Information Technology Information Libraries (ITIL)
·  Partners frequently with the Sales Pursuit team.
·  Integrate technical knowledge and business understanding to create solutions for customers
·  Setting clear expectations with the customer and adhering to them
·  Providing the customer with timely technical incident updates(KCI)
·  Ensuring cases are resolved expeditiously and any aging cases are regularly updated with “next steps” and action owners clearly defined
·  Closing cases only after customer confirmation
·  Strictly follow the procedures, policies, and Standards of Business Conduct. Ensuring case notes meet defined HPE quality criteria.

Education and Experience Required:

•              Typically a Bachelor's or Master' degree in a technical discipline or equivalent experience

•              1-3 years (or more) of experience in relevant support delivery organizations, entrants are welcome as well.

•              Relevant industry qualification where applicable.

•              Ideally, onsite and/or remote support experience on HP Enterprise Server/Storage/Network products, especially with Vmware/Linux experience.

•              Recommended: ITIL certification

Knowledge and Skills:

•              Excellent verbal and written communication skills in Hungarian  and English (Romanian is a plus).

•              Experience in troubleshooting in a technical environment.

•              Excellent analytical and problem solving skills.

•              Software and hardware knowledge of computing, storage and peripheral devices is an advantage.

•              Advanced proficiency with case management databases and tools.

•              Superior customer service skills.

•              Phone and remote support.

•              Partners frequently with the Sales Pursuit team.

•              Ability to solve and document solutions for usage of other technicians and customers.

•              Ability to mentor new agents.

•              Ability to lead resolution activities with escalated customers.

•              Ability to contribute to technical action plans.

•              Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).

•              Mission Critical Mindset, customer focus.

•              Ability to prioritize and manage competing issues and deadlines

•              Ability to work under pressure and on 24/7 coverage

Advantage : hands-on and / or remote proficiency on any of the following specializations:

•              Redhat based Linux Installation & Administration & Troubleshooting

•              Vmware / Hyper-V Installation & Administration & Troubleshooting

•              HPE ProLiant blade servers and storage hardware

•              HPE Virtual Connect technology

•              Proven experience on 3par or Tape or HPE Network technologies.

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