Technical Solutions Cons II

Hewlett Packard Enterprise Development LP; Hinoba-an; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

Career development programs

Inclusive culture

Job summary

Hewlett Packard Enterprise is seeking a skilled technical solutions professional for a hybrid role based in the Philippines. You will handle technical issues, answer questions, and guide customers and internal teams to improve resolutions.

You will mentor colleagues, drive process improvements, and participate in customer-site visits or vendor meetings as needed. Strong communication and ITIL knowledge are essential for success.

Qualifications

• First Level University degree: technical or non-technical (BA/BS or equivalent).
• Typically 3–4 years of education beyond High School.
• 5–7 years experience in relevant technologies and customer environments.

Responsibilities

• Resolve technical issues (hardware and software) from internal/external customers and end users.
• Respond to service, product, technical, and customer-relations questions about features, specs, repairs, and options.
• Proactively assist customers and end users to prevent problems.
• Mentor and guide other employees.
• Provide direction to process improvements.
• Articulate resolutions clearly to clients.
• Understand and utilize ITIL processes.
• Represent the company at customer sites, conferences, or vendor meetings.

Skills

Verbal communication

Written communication

Troubleshooting

Analytical thinking

Problem solving

ITIL knowledge

Mentoring

Case management systems

Ownership

Leadership

Education

Bachelor's degree or equivalent

Tools

Case management systems

Job description

Technical Solutions Cons II. 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 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:

Global Operations prioritizes putting customers and partners first by developing the workforce of the future. This involves strategic, inclusive, and collaborative working culture. At our core, we strive to uphold HPE’s values – to partner, innovate and act – we are an organization that plan, source, and provide quality customer and partner experiences.

What you will do:

• 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.

What you need to bring:

• 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.

Job Level and Type:

Job: Services Job Level: TCP_02 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.

Equal Opportunity Employer (EEO) Statement:

Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. If you’d like more information about your EEO right as an applicant under the law, please click here: Know Your Rights.

Equal Employment Opportunity is the Law:

HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here.

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.

Disclosure of Sensitive Personal Data:

Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.