Onsite Lab & Systems Troubleshooter – Resolution Engineer

Hewlett Packard Enterprise Company; Spring (TX); On-site; USD 54,000 - 107,000; Full time

Job summary

Hewlett Packard Enterprise Company is seeking an Engineering Resolution Team Engineer Graduate to contribute to customer solution centers and laboratory diagnostics. You will investigate and resolve hardware and software issues, develop test plans, and document findings to support field and engineering teams.

The role emphasizes hands-on lab work, configuration of computing/storage networks, and ensuring timely knowledge sharing through the Knowledge Management System.

Qualifications

• Vocational or technical certification, apprenticeship completion, associate degree, or equivalent practical experience.
• Experience in laboratory engineering, technical support, infrastructure support, systems engineering, field service, hardware troubleshooting, or a related technical environment.
• Experience setting up, configuring, testing, and troubleshooting computing, storage, networking, operating-system, or peripheral technologies.
• Relevant industry certifications or technical qualifications, where applicable to the assigned technology portfolio.

Responsibilities

• Investigate, reproduce, troubleshoot, and resolve hardware, firmware, configuration, interoperability, and system-integration issues in an engineering laboratory.
• Set up, configure, test, and troubleshoot computing, storage, networking, peripheral, and related infrastructure systems.
• Analyze customer and field reported issues using logs, diagnostic tools, test results, product documentation, and laboratory resources.
• Develop and execute test plans to isolate faults, identify probable root causes, and validate corrective actions.
• Evaluate unique or complex installations, configurations, and system interactions and recommend appropriate resolutions.
• Validate workarounds, replacement components, firmware updates and configuration changes before recommending implementation.
• Perform approved component replacement, system rebuilds, reconfiguration, and other hands-on diagnostic activities.
• Respond to service, product, technical, and customer support questions regarding features, specifications, repairs, current and discontinued products, parts, and options.
• Provide support in accordance with applicable customer entitlement, including warranty, support contract, and mission-critical service coverage.
• Proactively identify recurring issues and recommend actions to prevent or reduce future problems.
• Maintain accurate and timely case records in approved case management and engineering systems.
• Document test conditions, system configurations, troubleshooting activities, root-cause findings, corrective actions, and validation results.
• Add validated case resolutions, procedures, and technical findings to the Knowledge Management System (KMS).
• Escalate suspected product defects, documentation gaps, recurring issues, and other concerns through established processes.
• Engage engineering, field service, technical support, service delivery, and Authorized Service Provider teams as required.
• Coordinate activities to support applicable service-level agreements, quality standards, escalation requirements, and customer commitments.
• Communicate technical findings, recommendations, and status updates clearly in writing and verbally.
• Represent the company professionally during approved customer-site visits, industry conferences, trade shows, vendor meetings, or technical reviews.
• Develop effective partnerships with and provide technical support to the Sales Pursuit team.
• Advocate for customer needs while balancing technical feasibility, service entitlement, security, safety, policy, and business requirements.
• Contribute to improvements in laboratory methods, troubleshooting processes, diagnostic tools, technical documentation, and customer-resolution quality.

Skills

Troubleshooting

Diagnostic tools

Analysis

Written communication

Verbal communication

Project coordination

Education

Associate degree

Technical certification

Tools

Diagnostic equipment

Monitoring utilities

Test equipment

System logs

Knowledge management systems

Job description

Hewlett Packard Enterprise Company is seeking an Engineering Resolution Team Engineer Graduate to contribute to customer solution centers and laboratory diagnostics. You will investigate and resolve hardware and software issues, develop test plans, and document findings to support field and engineering teams.

The role emphasizes hands-on lab work, configuration of computing/storage networks, and ensuring timely knowledge sharing through the Knowledge Management System.