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 serviceempathyorganizational skillscollaborative skillscommunication skillsanalytical skillsproblem-solving skillsability to work under pressuremulti-taskingteamwork

Certifications

Bachelor's degreeAssociate degree