Server Solutions Technical Consultant

Server Solutions Technical Consultant

Job Description:

Server Solutions Technical Consultant

As a Server Solutions Technical Consultant you will take direct customer calls and work customer cases and elevations to resolution in a timely manner. Engineers will provide the best and superb customer support experience, learn the customer's environment and provide timely follow up and communication to customer throughout resolution and case closure. Engineers could work variable shifts, including nights and weekends, depending on customer and business needs.

The Customer Solution Center is made up of teams that provide remote (offsite) service 24X7.

The Advanced Solutions Center technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Responsibilities:

In this role, you will:

Take incoming phone calls and virtual cases directly from customers with first call resolution goal.

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.

Work variable shifts, including overnight and weekends, according to business needs.

Act as a mentor and guide to other employees. Provide direction and guidance to process improvements.

Articulate clearly, recommend and explain resolutions /clients.

Understand and utilize ITIL.

Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

Education and Experience Required:

Associates or Bachelor's Degree in a technical field preferred, or equivalent experience

3+ years relevant experience supporting or as a systems admin working with server software or hardware

3+ years Level 2 phone and remote enterprise support experience required.

Knowledge and Skills:

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.

Phone and remote support.

Advanced knowledge of installation, administration and configuration of server operating systems and applications – Linux, Microsoft, etc.

Ability to solve and document solutions for usage of other technicians and customers.

Ability to mentor new agents.

Ability to lead resolution activities with escalated customers.

Ability to contribute to technical action plans.

#CBHPE

Job:

Services

Job Level:

Specialist

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.


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