Proactive Monitoring Engineer
Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.
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.
Enterprise Group works to streamline innovation and simplify IT with superior solutions. By combining ESSN (Enterprise Server, Storage and Networking) and Technology Services into one division, we gain a strategic advantage in our focus on “Converged Infrastructure”. The HPE Enterprise Group supports our customers with the transformation and integration of their technology. We are there for our customers – come join us!
- 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).
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
- Evaluate unique or complex installations or configurations and make recommendations for resolution.
- Articulate clearly in writing and verbally. Add case resolution to Knowledge Management Service (KMS).
- Represent company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
- Engages team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met
- Develop partnership with and assist the Sales Pursuit team.
- Confident and eager to take on additional more complex tasks
- Deliver at least 1 internal training session/quarter (includes prep delivery) which is aligned with business needs
- Schedule Flexibility: 24/7: Support to Spain and Portugal (more likely night shift and graveyard).
- Advanced English Language Skills
- Intermediate-Advanced Portuguese Language Level (preferred)
- Vocational: apprenticeship/certification completion. May be technical or non-technical.
- Advanced programs may be 2 years.
- Typically 2 year completion beyond High School level or equivalent experience.
- 1-3 years’ experience in relevant technologies and customer environments. Relevant industry qualification where applicable.
- Excellent verbal and written communication skills in language to be supported
- Experience in troubleshooting in a technical environment
- Excellent analytical and problem solving skills
- Software and hardware knowledge of computing, storage and peripheral devices
- Advanced proficiency with case management databases and tools
- Superior customer service skills
- Phone and remote support experience. E-support experience and knowledge
- Understand the customer to be an advocated for the customer
What do we offer?
Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.
If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers
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