On-Site Field Engineer (Entry to Mid-End Server Storage Systems)-1571908
Description
About Hewlett Packard Enterprise (HPE)
Hewlett Packard Enterprise (HPE) creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and ranked 10 on the Fortune 500 list for 2012, HPE brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. And at HPE, we know that our people and values are the most important elements in this success.
Technology Services: exceptional people supporting business technology in action. TS is made of talented professionals who bring the technical insight, process excellence and resource flexibility to help customers optimize their technology operations and drive business outcomes, from desktop to datacenter. In TS we know relationships and people matter–our services provide margin, “stickiness”, customer satisfaction loyalty.
Overview:
To manage the onsite delivery of hardware support services through break -fix, installations relocations service delivery within the Enterprise Group portfolio. Apply technical knowledge to operate and configure the Server and Storage technology areas. Deliver technical support on reactive activities according to Service Level Agreement ensuring customer satisfaction, retention and growth. Utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience.
Responsibilities:
Solve technical problems on Entry to Mid-End Server and Storage hardware platforms by providing product support to small-medium accounts.
Maintain a high level of customer satisfaction by ensuring business and technical solution alignment. To clarify customer business and technical needs and ensure that they are met.
Handle customer escalations promptly and appropriately by escalating issues accordingly through the established procedures.
Work with local and remote support teams to resolve complex incidents.
Follow HPE Installation process and best practises to ensure professional implementations.
Use proactive monitoring procedures / tools to identify problem prevention opportunities.
Understanding of HPE portfolio and the various contractual service offerings.
Be aware of and aligned to the latest technologies and solutions .
Ensure that the minimum Accredited Technical Platform (ATP) certification is kept valid for the area of support you are assigned to.
Build and maintain strong relationships with HPE Account team for strategic customers .
Required to join the standby roster and provide scheduled standby support.
Required to travel internationally for training through HPE Learning Development team.
Qualifications Education and Experience Required:
Minimum Diploma/ Associate Degree (technical field) or equivalent with 1-2 years of working experience in related fields, or Degree with more than 3 years relevant working experience.
HPE ATP Certifications on Entry to Mid-End Server Storage products will be advantageous.
Experience and Qualifications on Windows OS. UNIX and LINUX based OS will be advantageous. Knowledge and Skills Required:
Basic knowledge of HPE products, service offerings, 3rd party products market trends.
Demonstrate knowledge of operating systems and software.
Requires intermediate skills in project management. Able to demonstrate strong problem analysis, presentation, written and communication skills.
Communicate tactfully and with diplomacy up to senior management levels.
Perform reporting and administrative functions.
Ability to perform whilst under high-pressure situations.
Manage time effectively. Ability to work in a team environment.
Job – Services Primary Location – South Africa-South Africa-Johannesburg Schedule – Full-time Shift – Day Job Travel – Yes, 75 % of the Time Job Posting – Sep 20, 2016 EEO Tagline Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities