Technical Support Engineer

Hewlett Packard Enterprise; México; Híbrido; MXN 300.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Career development programs

Inclusive, diverse culture

Descripción de la vacante

Hewlett Packard Enterprise in Mexico City is seeking a Technical Support Engineer to resolve complex hardware and software issues for customers across storage, servers, networking and virtualization. The role combines remote support with on-site collaboration in a hybrid model.

You will work with a diverse team, document solutions in the Knowledge Management System, and interact with customers to ensure high SLA adherence and satisfaction.

Formación

• Degree in IT, industrial engineering, or a related field.
• 2+ years of experience in relevant roles.
• English – intermediate/advanced.
• Experience with storage, servers, networking and virtualization.
• Familiarity with case management databases and tools.
• Excellent verbal and written communication skills.
• Phone and remote support experience.

Responsabilidades

• Resolve technical issues via phone, e-support and remote tools.
• Answer questions on features, specs, and repairs for products.
• Capture case summaries and resolutions in the Knowledge Management System.
• Proactively help customers avoid or reduce problems.
• Coordinate with team and Sales Pursuit as needed.
• Represent HPE at on-site visits, conferences or vendor meetings.

Conocimientos

Storage

Servers

Networking

Virtualization

English

Communication

Troubleshooting

Educación

IT-related degree

Herramientas

Case management databases

Descripción del empleo

Technical Support Engineer

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

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world.Our culture thrives onfinding new and better ways to accelerate what’s next.We know varied 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. If you are looking to stretch and grow your career our culture will embrace you.Open up opportunities with HPE.

Job Description:

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. 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.

How you will make your mark:

• 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). .
• 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.

About You:

• Degree on IT, Industrial engineering, or related field
• 2+ Years of experience in relevant roles
• English - Intermediate advanced
• Experience in relevant technologies and customer environments Storage, servers, networking, virtualization.
• Optional: Portuguese
• Excellent verbal and written communication skills in language to be supported.
• 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

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

What We Can Offer You:

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.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

Let’s Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#mexico

#operations

Job:

Services

Job Level:

Intermediate

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

In accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

Hewlett Packard Enterprise is EEO 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.