Customer Solution Center - Technical Specialist

About Hewlett Packard Enterprise

Hewlett Packard Enterprise is an innovative global company focused on edge-to-cloud technology, helping organizations connect, protect, analyze, and act on their data wherever it resides. The company fosters a culture that values diverse backgrounds and embraces flexibility, supporting employees' career growth and work-life balance.

Job Overview

This role is based onsite, primarily at an HPE office in Auckland, New Zealand. The position involves providing technical support within Customer Solution Centers to address and resolve hardware and software challenges faced by customers, onsite engineers, and authorized service providers. The role requires deep subject matter expertise to analyze and solve complex business issues, mentor junior staff, and contribute to process improvements.

Key Responsibilities

• Effectively troubleshoot and resolve hardware and software technical problems reported by internal and external business units and end users.
• Address inquiries regarding product features, specifications, repairs, and parts for both current and legacy products, considering customer warranty entitlements.
• Proactively prevent or minimize problem occurrence by assisting business users and customers.
• Mentor and guide colleagues, providing strategic direction for process enhancements.
• Clearly communicate recommended solutions and resolutions to clients and stakeholders.
• Apply ITIL best practices in service management and support activities.
• Represent Hewlett Packard Enterprise at customer site visits, industry events, conferences, and vendor meetings.

Required Qualifications and Experience

• A first-level university degree (3-4 years post-secondary education), either technical or non-technical (e.g., Bachelor of Arts or Science) or equivalent experience.
• Five to seven years of relevant experience with applicable technologies and customer environments.
• Relevant industry certifications when applicable.

Essential Skills and Knowledge

• Excellent oral and written communication skills in the supported language.
• Advanced troubleshooting capabilities within complex technical environments.
• Strong analytical thinking and problem-solving proficiency.
• Comprehensive understanding of software, hardware, computing devices, storage systems, and peripherals.
• In-depth familiarity with multiple product lines, including proactive/reactive services and enterprise storage solutions.
• Proficiency using case management and technical support tools.
• Exceptional customer service aptitude with experience in phone and remote support, including e-support platforms.
• Competence in documenting solutions for colleague and customer reference.
• Ability to mentor new team members and train peers on technical solutions.
• Ownership of issue resolution for escalated customer cases and leadership of technical action plans and projects.
• Expert knowledge of complex technical solutions within Hewlett Packard Enterprise's portfolio.

Employee Benefits

The company emphasizes health and wellbeing by offering benefits that support employees and their families physically, financially, and emotionally. Professional development programs are provided to help employees achieve career goals, whether becoming subject matter experts or expanding their skills. Hewlett Packard Enterprise promotes inclusion and celebrates diversity, offering flexible work arrangements and a collaborative environment.

Additional Information

This is a full-time onsite role located in Auckland. Hewlett Packard Enterprise is committed to equal employment opportunity and does not discriminate based on race, gender, or any protected category. The company adheres to all relevant laws regarding employment qualifications, including consideration of qualified individuals with criminal histories.

Recruitment Fraud Notice: Candidates should be aware of fraudulent recruitment attempts impersonating HPE or authorized agencies. HPE does not charge any fees during hiring and does not request sensitive personal information through unofficial channels. Applicants should verify credentials of recruiters and report suspicious activity to local authorities.