Customer Solution Center-Technical

Hewlett Packard Enterprise Development LP; Auckland; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Health & wellbeing benefits

Career development programs

Inclusive culture and support

Job summary

Hewlett Packard Enterprise Development LP is seeking an experienced on-site Technical Customer Solution Center specialist in Auckland. The role focuses on resolving complex hardware and software issues for internal/external customers, with emphasis on proactive problem prevention and ITIL-aligned processes.

You will mentor peers, respond to inquiries about features and repairs, and represent HPE at client locations and events, contributing to high standards of customer service and solution

Qualifications

• Bachelor’s degree in a technical or non-technical field; 3–4 years post-degree experience in relevant technologies and customer environments.
• Excellent verbal and written communication; strong analytical and problem-solving skills.
• Advanced knowledge of computing, storage, and peripheral devices; familiarity with related products and ITIL is a plus.

Responsibilities

• Resolve technical issues (hardware and software) from internal or external users.
• Respond to service, product, technical and customer-relations questions on features and repairs.
• Proactively assist to avoid or reduce problem occurrence.
• Mentor and guide other employees; provide direction for process improvements.
• Articulate resolutions to clients; lead or participate in technical action plans.
• Represent the company in face-to-face customer locations and events; utilize ITIL principles.

Skills

Verbal and written communication

Advanced troubleshooting

Analytical and problem solving

Hardware and software knowledge

Customer service

Remote support experience

Mentoring others

Lead technical actions

Cross-product knowledge

Education

Bachelor's degree or higher

Tools

Case management databases

Remote support tools

Job description

Customer Solution Center-Technical

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 on finding 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

Job Family Definition: 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. Management Level Definition: Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

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 subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a mentor and guide other employees.
• Ability to provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions /clients.
• Understand and utilize ITIL.
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

Education and Experience Required

First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience. 5-7 years experience in relevant technologies and customer environments. Relevant industry qualification where applicable.

Knowledge and Skills

• Excellent verbal and written communication skills in language to be supported.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem solving skills.
• Advanced Software and hardware knowledge of computing, storage and peripheral devices.
• Specific knowledge and training with the company's products.
• Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience.
• E-support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Ability to lead technical action plans.
• Lead or provide expertise to teams or projects.
• Highly Developed knowledge of more complex solutions.

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. #newzealand #operations

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