Hybrid Technical Support Engineer

hpe; México; Híbrido; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Hewlett Packard Enterprise is seeking a Technical Support Engineer for a hybrid role in Mexico City. You will resolve complex hardware and software issues, provide remote and on-site support, and contribute to knowledge management and customer success.

You will work with storage, servers, networking, and virtualization technologies, communicating clearly in English and potentially Portuguese. A 2-day-per-week office presence is expected, along with collaborative engagement with Sales Pursuit

Formación

• Degree in IT, Industrial engineering, or related field.
• 2+ years of experience in relevant roles.
• English - Intermediate/advanced.
• Experience with storage, servers, networking, and virtualization.
• Optional: Portuguese.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem solving skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• Knowledge/experience with case management databases and tools.
• Customer service skills.
• Phone and remote support experience. E-support experience.
• Case management system.

Responsabilidades

• Successfully resolve technical issues (hardware and software) from incoming internal or external contacts and proactive systems.
• Respond to service, product, technical, and customer-relations questions on features, specifications, and repairs based on customer entitlement.
• Resolve incoming internal or external business and end user problems via telephone and e-support.
• Articulate case summaries, resolutions and add to Knowledge Management System (KMS).
• Proactively assist customers to avoid or reduce problem occurrence.
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Engage team members for support to meet internal or external SLA demands.
• Begin to partner with and assist the Sales Pursuit team.

Conocimientos

Storage

Servers

Networking

Virtualization

Customer environments

Phone support

Remote support

E-support

Educación

Degree in IT/Industrial engineering or related

Descripción del empleo

Hewlett Packard Enterprise is seeking a Technical Support Engineer for a hybrid role in Mexico City. You will resolve complex hardware and software issues, provide remote and on-site support, and contribute to knowledge management and customer success.

You will work with storage, servers, networking, and virtualization technologies, communicating clearly in English and potentially Portuguese. A 2-day-per-week office presence is expected, along with collaborative engagement with Sales Pursuit