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HPE Senior Technical Support Engineer
3 months ago
All applicants must currently reside in EMEA and no sponsorships can be offered for this position.
Who We Are:
As 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 salary
- A generous annual leave entitlement- 25 days, increasing by 1 day every 2 years of service up to 30 days
- Enhanced paternity & maternity pay
- Cycle to work scheme
- Electric vehicle scheme
- Health cash plan and private medical insurance including dental
- 4x Life assurance
- Fitness reimbursement
- Access 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.
- Responsible for creation and review of technical solutions in the form of action plans.
- Manage 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.
- Timely escalations of more complex technical issues to the Senior Advanced Engineers.
- Create curriculum including all material and deliver internal product training classes both in person and virtually.
- Prioritize tickets based on the severity of the situation.
- Engage with vendor partners to ensure that customer issues are resolved in an expedient manner.
- Assist with R & D initiatives.
- Develop new lab environments as required to support NPI, R&D and training.
- Actively monitor an assigned queue for incoming support requests raised by customers.
- Update internal ticketing system: add action plans, update incidents with all customer communications and ensure accurate time logging.
- Contribute to the collective knowledge of the Advanced Engineering team.
- Create knowledge base articles
- Review and approve knowledge base articles
- Participate in a 7x24x365 call rotation.
- Other duties as assigned.
Critical Technologies:
- HPE Experience
- Knowledge of HPE Hardware
- HP 9000, Integrity Servers, Nimble, StoreOnce, SuperDome, Synergy, StoreVirtual, StoreEasy, Moonshot, MSA, EVA, Apollo, Blade environments, and experience with Nickle scripts
- Ability to work complex HPE issues independently
- Ability to diagnose software vs hardware issues.
BONUS- Any HPE Certifications
What we're looking for:
- 7 to 10 years' experience with system installation, upgrades, and hardware Field Replacement Unit (FRU) procedures of products assigned.
- A background in engineering, service and support required.
- Working knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities.
- Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements.
- Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette.
- Ability to understand and navigate technical situations with strong problem-solving skills.
- Productive with minimal supervision and possess excellent time management skills.
- Ability to work under pressure with calmness and composure.
- Ability to thrive in a team environment where resolutions may require a group effort.
Education:
- Bachelor's Degree Required
Travel:
