Be comfortable and effective in combining technical expertise with customer service to manage hardware support issues from start to finish.
Maintain the ability to develop a rapport and empathy for the customer situation.
Work with various HPE teams, including but not limited to, Global Remote Support, Publications, Training, Support Planning, Manufacturing, Testing, and R&D.
Triage and root cause analysis of customer hardware issues and provide proper corrective actions.
Focus on customers and solutions using HPE hardware and other vendors' hardware.
Ensure the proper collection of data as you document and provide timely communication of service events.
Manage escalations to next level of engineering and development ensuring issues are documented completely and are technically sound.
Analyze system hardware and interconnect issues and provide final resolutions or workarounds when possible.

Requirements

Bachelor or Associate degree with work experience in mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
Typically, 5- 8 years' experience, preferably in an HPC related environment.
Good knowledge and experience of Linux/Unix operating systems.
Basic knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation.
Excellent organizational, collaborative, and customer relations skills with the ability to remain calm under pressure and deadlines.
Strong verbal and written communications in English.
Excellent analytical and problem-solving skills.
Willing to work “on call” on a staff rotating basis.
Must have availability to provide after-hours support work, as required.
Ability to gather data and perform analysis of customer reported issues, request and follow advice from teammates or escalate to the next level of engineering with well described problem details.
Ability to work effectively in a team environment to investigate and resolve complex problems as part of a team.
Ability to effectively manage the break fix process by remotely assisting with troubleshooting or initiating on-site hardware repairs.
Ability to multi-task and prioritize, switching between working several issues at once.
Strong mechanical capabilities.
Strong electrical component design knowledge.
Good thermal/cooling design knowledge.
Desire to learn and grow by utilizing and learning new technologies and tools.
Capability to work across GEOs and alongside sales, service SMEs, operations, and management groups.
Desire to challenge how things are done if there is a better way.
Strong customer focus, ability to act as liaison to customer.

Benefits

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

LinuxUnixsystem hardware maintenancesoftware maintenancediagnostic toolsdebugging toolsroot cause analysishardware troubleshootingmechanical designelectrical design

Soft Skills

customer serviceorganizational skillscollaborative skillscustomer relationsverbal communicationwritten communicationanalytical skillsproblem-solving skillsability to work under pressuremulti-tasking

Certifications

Bachelor's degreeAssociate degree