Analista Tecnico

Incident Management:

  • Identify performance issues proactively.
  • Provides support for nonstandard or specialized systems including proactive and reactive troubleshooting. Works within strict time scales and elevates incidents within defined time windows.

Problem Management:

  • Uses proactive monitoring procedures/tools to identify problem prevention opportunities.
  • Apply technical knowledge to eliminate recurring incidents.

Change Management:

  • Configure system hardware, software and network components to meet established standards with assistance.
  • Perform installations, configurations including security and patch deployment.

Configuration Management:

  • Elevate discrepancies within Configuration Management Database (CMDB) to ensure customer system integrity.

Operations Maintenance:

  • Perform routine maintenance. May include performing tape/backup operations.


  • Understands the impact of operations delivery on the customer’s business. Manage team’s ability to meet target goals through coordination of continuous service improvement initiatives.

Project Management:

  • Contribute to project management initiatives.

Escalation Management:

  • Provide subject matter expertise. Manage escalations off core business hours.

Customer Relationship:

  • Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
  • Work effectively in a multicultural environment.
  • Participate in customer visits and service reviews.
  • Respond to service, product, technical, and customer-relations questions.


  • Lead a small team focusing on both cost and quality management.

Education and Experience Required:

  • High School Diploma or equivalent; may hold 2 year post-high school Degree (technical field); may hold Bachelor’s degree.
  • May hold entry level or intermediate level certification(s) in field of work.
  • Typically, 6 years of working experience in related fields.

Knowledge and Skills:

  • Able to demonstrate broad knowledge of corporate policies, products/service portfolio, markets and processes.
  • Thorough knowledge of administration or technical practices in relevant areas, plus application of basic theory.
  • Able to apply advanced knowledge to assist in the operation of several aspects of a technology area/customer group.
  • Ability to resolve or assist in the resolution of complex customer problems.
  • Able to maximize systems availability in standardized customer environments.
  • Able to apply basic management skills in planning, problem solving, solution innovation, analysis.
  • Able to demonstrate good oral, written, and telephone communication skills.
  • Ability to build and maintain relationships with customers, peers, and support partners.
  • Able to provide some proactive account understanding of the Customer’s system environment and associated business needs.
  • Ability to work in a team environment, which may be local, global, virtual, or multifunctional.
  • Demonstrate good teamwork with peers.

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