Technical Solutions Cons IV

Hewlett Packard Enterprise; Alpharetta (GA); Hybrid; USD 65,000 - 151,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Technical Solutions Specialist IV in the United States with a hybrid work arrangement (2 days per week in an HPE office) to resolve complex technical issues across hardware and software for customers. The role emphasizes ITIL practices, mentoring peers, and delivering expert troubleshooting and case management.

Ideal candidates have a First Level University degree and 3+ years of relevant tech experience, plus strong communication and customer service

Qualifications

• First Level University degree in technical or non-technical field; typically 1–3 years beyond high school.
• 3+ years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Responsibilities

• Resolve technical issues (hardware and software) from internal/external customers.
• Answer questions on features, specs, repairs for current or discontinued products.
• Proactively assist customers to avoid or reduce problems.
• Mentor and guide other employees.
• Provide direction for process improvements.
• Articulate resolutions to clients clearly and effectively.
• Represent the company in customer visits and events.

Skills

Communication skills

Troubleshooting

Analytical thinking

Technical knowledge

ITIL knowledge

Mentoring

Customer service

Phone/Remote support

Education

Bachelor's degree or equivalent

Tools

Case management tools

Remote support tools

Job description

Technical Solutions Cons IV 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:

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 1‑3 year completion beyond High School level, BA/BS or equivalent experience.
• 3+ 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 to 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.

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.

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.

Job Level: Specialist

Salary Information: United States of America: Annual Salary USD 65,200 - 150,500 in Georgia & Texas. The listed salary range reflects base salary. Variable incentives may also be offered.

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

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.

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.

Equal Opportunity Employer (EEO)

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.

We’ve requested more information about your EEO right as an applicant under the law, please click here: Know Your Rights.

Supplement E-Verify (US & PR only)

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.

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Equal Employment Opportunity is the Law

Hewlett Packard Enterprise is an 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.

Equal Employment Opportunity is the Law

The supplied text in the original specification repeated the same statement about equal opportunity laws and protections.