Technical Solution Consultant

Hewlett Packard Enterprise (Jakarta JK, Indonesia) 23 days ago

Hewlett-Packard Enterprise (HPE) is one of the world’s largest & most successful IT companies. With our corporate headquarters in Palo Alto, HPE is among the world's largest provider of IT infrastructure, software, services, and solutions to small-and-medium businesses and large enterprises including governments. We offer a diverse portfolio of products to more than 1,000 corporations and government clients in more than 90 countries. We know that our people and values are the most important elements in this success. We invest in your personal growth and development in an environment that will both challenge and reward you.

Hewlett Packard Enterprise (HPE) - Complete Care (CC) service, HPE's most comprehensive support solution tailored to meet customer’s specific datacenter support requirements, provides comprehensive support solutions to businesses that cannot tolerate downtime. Our strategic relationships facilitate highly customized offerings which meet our Customers unique individual needs in protecting their critical business outcomes. Our Customers pay a premium for CC Services because their business depends on us.

Advanced Solution Center (ASC) is critical support center having experts with all critical skills and mission critical mindset to restore the customer business in the shortest possible time.  Advanced Solution Center (ASC) provides skilled technical resources with the rapid response times designed specifically for Complete Care Customers. Maximizing solution availability and the performance of IT as a whole Advanced Solution Center delivers a combination of proactive and reactive support services through an ITIL-based (IT Infrastructure Library) framework of proven, integrated processes and best practices. We have an exciting opportunity for a Technical solution consultant  responsible for the end to end resolution of the critical issues faced by HPE Enterprise customers.

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.
  • Remote role in technical solution center.

Education and Experience Required:

  • Bachelor Degree in Computer Science/Engineering or related field.
  • 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(VMware, Linux,) and hardware knowledge of HPE Compute Proliant/Blades, HPE storage, Brocade SAN 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.
  • Join us and make your mark!

We offer:
• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?
Then let’s stay connected!
[...] is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. 

1106734


Technical Solution Consultant

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