Field Technical Support Consultant

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities

  • Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high- risk.
  • Integrate technical knowledge and business understanding to create. solutions for customers.
  • Resolve single- and cross- technology incidents independently. Work with team members to resolve unusually complex or cross- technology incidents.
  • Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
  • Apply company solutions to meet highly complex customer needs.
  • Identify additional services that could lead to future service revenue growth.
  • Provide technical consulting during contract renewal discussions.
  • Build and maintain strong relationship up to senior management level in assigned accounts.
  • Design and deliver support solutions using specific industry knowledge and expertise.
  • Assist in managing delivery of industry support solutions.
  • Lead Customer Expectation management as part of escalation process.
  • Lead cross-team or large programs/projects.
  • Coach or guide junior consultants.

Classification Guidance

The sections below help differentiate between levels to enable consistency.

Education and Experience

  • Bachelor’s degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in related fields desired.

Knowledge and Skills

  • Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
  • Broad knowledge of corporate organization, job, and policies.
  • Comprehensive business, technical or functional knowledge at an expert level.
  • Communicate tactfully with diplomacy up to senior management levels within an organization.
  • Active listening skills and ability to adjust messages to audience level.
  • Problem-solving skills (proactive, reactive and creative).
  • Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
  • Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation.
  • Provide suggestions for operational efficiencies.

Impact/Scope

  • Manage major/complex and strategic accounts.
  • Impact though the expertise, quality of service and influence of advice.
  • Provide leadership within team.
  • Provide team level leadership.

Complexity

  • Manage major/complex and strategic accounts.
  • Lead cross-team or large programs/projects.

Education and Experience Required:

Bachelor’s degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired.

Knowledge and Skills Required:

Broad knowledge of company products and services offerings. Basic knowledge of corporate organization, job, and policies. Comprehensive business, technical, or functional knowledge. Well versed in core technical competencies (Outsourcing Services (OS), networking, core company applications) Communicate effectively and tactfully to technical level, first- and middle-level management within an organization. Active listening skills and ability to adjust messages to audience level. Problem-solving skills (proactive, reactive and creative). Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions. Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution

implementation. Basic project management, communication, and analytical skills. Able to suggest operational efficiencies.


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