Hardware Support Engineer, UT, TS SCI with polygraphy

Hardware Support Engineer, UT, TS SCI with polygraphy

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

Job Family Definition:

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues 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 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:

• Gather data, perform analysis, and escalate problems to higher-level product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues.
• Maintains a high level of customer satisfaction by clarifying customer needs and communicating the needs to HPE.
• Responsible for hardware support deliverables and acts as collaborator with the ASM for the technical deliverables.
• Performs all types of hardware related tasks including installation, configuration, proactive (firmware), and break fix.
• Will escalate issues as needed to HPE account and according to established procedures.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents
• Identify potential escalations and alert management proactively
• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
• Apply HPE solutions to meet moderately complex customer needs within area(s) of technical responsibility
• Balance internal needs with customer needs within defined parameters.
• May identify additional services that could lead to future service revenue growth.
• Build strong relationship with management in assigned accounts

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical field) with 2-3 years working experience in related fields desired.
• TS/SCI Clearance with specific polygraph required at time of hire
• Must be comfortable working on-site M-F at customer location near Salt Lake City

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.
• 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.
• Provide suggestions for operational efficiencies.

Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#unitedstates

Job:

Services

Job Level:

Specialist

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $69,100.00 - $158,900.00

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

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. .