Customer Solution Center-Technical

JobSpace; Auckland; Hybrid; NZD 120,000 - 170,000; Full time

Benefits offered by this job

Health & Wellbeing

Professional Development

Unconditional Inclusion

Job summary

Hewlett Packard Enterprise in Auckland is seeking a senior Customer Solutions professional for a hybrid role, averaging 2 days per week at an HPE office. You will tackle complex IT issues, lead cross-functional teams, and drive service improvements across hardware, software and services.

Strong troubleshooting, ITIL knowledge, and excellent communication are essential for success in this role. A Master’s degree and 7+ years of relevant experience are preferred.

Qualifications

• Post-graduate degree or equivalent experience with strong IT service delivery background.
• 7+ years in relevant technologies and customer environments.

Responsibilities

• Resolve technical issues (hardware and software) for internal/external customers.
• Answer questions on features, specs, repairs, and warranty/mission-critical support.
• Lead cross-divisional teams and mentor other staff.
• Develop and participate in strategic plans and action items.
• Articulate resolutions to customers and teammates; document solutions.

Skills

Troubleshooting

Leadership

Communication

Problem solving

ITIL knowledge

Education

Master's degree

Tools

CRM systems

ITSM tooling

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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

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

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.

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 lead large, cross- divisional teams or projects. Ability to act as a mentor, guide and leader to other employees.
• Ability to recommend, develop and participate in developing strategy.
• Ability to act independently, as part of a team or as a team leader and exercise independent judgment.
• Ability to articulate clearly, recommend and explain resolutions to external customers/clients.
• Understand, utilize and share knowledge of ITIL.
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Partners regularly with the Sales Pursuit team.

Education and Experience Required

• Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.). Typically 1-2 year completion beyond first level University degree. or equivalent experience.
• 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.
• Advanced proficiency with case management databases and tools.
• 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 train peers and new agents on job related material.
• Ability to take full ownership for resolution with escalated customers.
• Ability to initiate and lead technical action plans.
• Lead or provide expertise to cross-functional teams or projects.
• Exceptional depth of knowledge on one or more highly 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.