Field Technical Support

Hewlett Packard Enterprise Development LP; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Field Technical Support professional to deliver on-site technical support and ensure the highest level of customer satisfaction. The role requires extensive knowledge and experience in technical support, customer relations, and problem-solving, enhancing the customer experience within complex environments.

Benefits

Health & Wellbeing benefits

Personal & Professional Development programs

Flexible work arrangements

Inclusive work culture

Qualifications

• 3-5 years of working experience in related fields.
• Experience with a full range of company products.

Responsibilities

• Provide customer with installation activity overview and access.
• Handle customer-relation problems and escalate issues.
• Deliver services including customized services to large enterprise accounts.

Skills

Communication

Customer Relationship Management

Problem Solving

Project Management

Teamwork

Education

Vocational/Diploma/Associate Degree in Technical Field

Degree holder in a related field

Job description

Field Technical Support

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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:

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.

Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments. Typically provides guidance to other non-exempt employees.

Responsibilities:

• Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts.
• Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.
• Provide software service, pre- sales, post-sales or service delivery support.
• Deliver services, including customized services to large enterprise, complex or corporate accounts.
• Use proactive monitoring procedures/tools to identify problem prevention opportunities.

Education and Experience Required:

• Minimum Vocational/Diploma/ Associate Degree (technical field) with 3-5 years of working experience in related fields or Degree holder with 2-4 years relevant working experience.
• Experience with support of full range of company products in Customer base.

Knowledge and Skills:

• Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
• Thorough knowledge of administrative or technical practices Proficient Field Technical Support skill set.
• Knowledge of assigned company hardware system platforms.
• Familiar with networking and all supported operating system platforms (i.e. company- UX, NT, Linux, etc.)
• Knowledge of high availability system environments.
• Strong communication skills both verbal and written.
• Strong Customer relationship building skills Ability to manage complex Customer problems.
• Ability to perform while under high-pressure situations.
• Project management, analysis, communication, scheduling, controlling, and presentation skills.
• Good teamwork with peers and company personnel.
• Demonstrate consistent, acceptable performance of all business fundamentals.
• Knowledge of portfolio of services.
• Basic knowledge of change management process and tools available.
• Schedule and participate in on-site account support meetings both internal and external.

Additional Skills:

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}

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.

#malaysia

Job:

Services

Job Level:

Senior

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.

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.