Hybrid Technical Support Engineer

Hewlett Packard Enterprise; Tlaquepaque; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

Hewlett Packard Enterprise in Mexico is seeking a Technical Support Engineer to resolve hardware and software issues for customers and end users. The role supports both remote and on-site interactions with a hybrid work arrangement requiring two days per week at an HPE office.

You will respond to inquiries, document resolutions, and contribute to knowledge management while maintaining strong customer relations. English proficiency is required; Portuguese is optional.

Qualifications

• Degree in IT, Industrial engineering, or related field.
• 0-1 year experience in relevant technologies and customer environments.
• English – Intermediate advanced.
• Experience in relevant technologies and customer environments, mainly servers.
• Optional: Portuguese.

Responsibilities

• 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 features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Resolve incoming internal or external businesses and end user’s problems via telephone and e-support.
• Articulate both in writing and verbally case summary, resolution 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.
• Engages team members for support as required to ensure internal or external business and end user SLA demands are met.
• Begin to partner with and assist the Sales Pursuit team.

Skills

Technical troubleshooting

Customer service

English proficiency

Remote support

Education

Degree in IT/related field

Job description

Hewlett Packard Enterprise in Mexico is seeking a Technical Support Engineer to resolve hardware and software issues for customers and end users. The role supports both remote and on-site interactions with a hybrid work arrangement requiring two days per week at an HPE office.

You will respond to inquiries, document resolutions, and contribute to knowledge management while maintaining strong customer relations. English proficiency is required; Portuguese is optional.