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HPE Senior Technical Support Engineer
3 months ago
Who We Are:
nAs the global leader in third party maintenance, our 2500 Park Place Associates provide support to 21,000+ customers in more than 154+ countries.
We are proud to service 90% of Fortune 500 companies and 40% of Forbes 100 clients.
Our company's strength and success are a credit to our Associates, and Park Place Life is how we communicate and deliver our culture internally.
We have been awarded as a NorthCoast 99 "Best Workplace" winner for 10 consecutive years in recognition of our employee commitment.
Park Place Life is about collaboration, responsiveness, diversity, and integrity, and represents everything that makes our company great and our culture unique.
Top Rated Benefits We Offer:
A competitive salarynA generous annual leave entitlement- 25 days, increasing by 1 day every 2 years of service up to 30 daysnEnhanced paternity & maternity paynCycle to work schemenElectric vehicle schemenHealth cash plan and private medical insurance including dentaln4x Life assurancenFitness reimbursementnAccess to Employee Assistance Program
The HPE Senior Advanced Engineer provides level three technical support on data center equipment and possesses specific original equipment manufacturer (OEM) product knowledge of server, storage, or network equipment.
A "customer first" attitude is inherent in every engagement while regularly consulting and troubleshooting with field engineers, internal employees, and customers to solve issues escalated to Advanced Engineering.
In addition, the senior advanced engineer is responsible for completing research reviewing and approving all relevant documentation and leading an NPI process for the release and support of new products to our third-party maintenance portfolio.
What you'll be doing:
Provide remote HPE L3 technical support to field engineers and customer end users, via problem identification, troubleshooting, diagnostics, and repair strategy, through resolution.nResponsible for creation and review of technical solutions in the form of action plans.nManage the client and internal field teams' expectations, exhibit excellent communication skills as well as securing client confidence in Park Place Technologies to maintain their equipment.nTimely escalations of more complex technical issues to the Senior Advanced Engineers.nCreate curriculum including all material and deliver internal product training classes both in person and virtually.nPrioritize tickets based on the severity of the situation.nEngage with vendor partners to ensure that customer issues are resolved in an expedient manner.nAssist with R & D initiatives.nDevelop new lab environments as required to support NPI, R&D and training.nActively monitor an assigned queue for incoming support requests raised by customers.
nUpdate internal ticketing system:
add action plans, update incidents with all customer communications and ensure accurate time logging.nContribute to the collective knowledge of the Advanced Engineering team.nCreate knowledge base articlesnReview and approve knowledge base articlesnParticipate in a 7x24x365 call rotation.nOther duties as assigned.
Critical Technologies:
nHPE ExperiencenKnowledge of HPE HardwarenHP 9000, Integrity Servers, Nimble, StoreOnce, SuperDome, Synergy, StoreVirtual, StoreEasy, Moonshot, MSA, EVA, Apollo, Blade environments, and experience with Nickle scriptsnAbility to work complex HPE issues independentlynAbility to diagnose software vs hardware issues.
BONUS- Any HPE CertificationsWhat we're looking for:
7 to 10 years' experience with system installation, upgrades, and hardware Field Replacement Unit (FRU) procedures of products assigned.nA background in engineering, service and support required.nWorking knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities.nExperience working in a professional and consultative manner with customers, management, and platform vendor support requirements.nStrong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette.nAbility to understand and navigate technical situations with strong problem-solving skills.nProductive with minimal supervision and possess excellent time management skills.nAbility to work under pressure with calmness and composure.nAbility to thrive in a team environment where resolutions may require a group effort.
Education:
nBachelor's Degree Required
Travel:
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.
Park Place Technologies is an Equal Opportunity Employer M/F/D/V.
Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes.
If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.
