Hardware Support Engineer

$66,500 - $152,500/Yr

Hewlett Packard Enterprise

Full-time - Entry Level

5,001-10,000 employees

Computer and Electronic Product Manufacturing

About the position

The Hardware Support Engineer role at Hewlett Packard Enterprise (HPE) is designed to provide on-site technical support primarily at HPE partner or customer offices. This position is integral to the delivery of software services, pre-sales, post-sales, and service delivery support, focusing on installation and configuration for customer environments. The role involves solving various business systems, networking, and applications problems for standard industry servers and specialized or complex clustered environments. The engineer will be responsible for delivering both reactive and proactive support activities in accordance with Service Level Agreements (SLAs) to ensure high levels of customer satisfaction and loyalty. In this position, the engineer will provide direct post-sales systems support, maintaining a high level of customer satisfaction by clarifying customer needs and ensuring they are met. The role requires the ability to apply developed subject matter knowledge to solve common and complex business issues, recommending appropriate alternatives and exercising independent judgment to identify and select solutions. The engineer will gather data, perform analysis, and escalate problems to higher-level product support groups when necessary, ensuring timely resolution of system or customer issues. The engineer will also be responsible for hardware support deliverables, collaborating with the Account Support Manager (ASM) for technical deliverables, and performing all types of hardware-related tasks including installation, configuration, proactive firmware updates, and break-fix activities. The role requires building strong relationships with management in assigned accounts and identifying additional services that could lead to future service revenue growth. Overall, this position is crucial for maintaining the Total Customer Experience, contributing to revenue growth, profitability, and account retention while ensuring that customer needs are met effectively and efficiently.

Responsibilities

• Gather data, perform analysis, and escalate problems to higher-level product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues.
• Maintain a high level of customer satisfaction by clarifying customer needs and communicating the needs to HPE.
• Responsible for hardware support deliverables and acts as collaborator with the ASM for the technical deliverables.
• Perform all types of hardware related tasks including installation, configuration, proactive (firmware), and break fix.
• Escalate issues as needed to HPE account and according to established procedures.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve most technical incidents independently within your technical area.
• Work with team members to resolve more complex or cross-technology incidents.
• Identify potential escalations and alert management proactively.
• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
• Apply HPE solutions to meet moderately complex customer needs within area(s) of technical responsibility.
• Balance internal needs with customer needs within defined parameters.
• Identify additional services that could lead to future service revenue growth.
• Build strong relationships with management in assigned accounts.

Requirements

• Bachelor's degree preferred or Associate degree holder (technical field) with 2-3 years working experience in related fields desired.
• TS/SCI Clearance with specific polygraph required at time of hire.
• Must be comfortable working on-site M-F at customer location near Salt Lake City.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Broad knowledge of corporate organization, job, and policies.
• Ability to communicate tactfully with diplomacy up to senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive and creative).
• Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.

Nice-to-haves

• Accountability
• Active Learning
• Active Listening
• Bias
• Business Growth
• Change Management
• Client Expectations Management
• Coaching
• Creativity
• Critical Thinking
• Cross-Functional Teamwork
• Customer Centric Solutions
• Customer Experience (CX)
• Customer Feedback
• Customer Lifetime Value
• Customer Relationship Management (CRM)
• Design Thinking
• Empathy
• Follow-Through
• Growth Mindset
• Infrastructure as a Service (IaaS)
• Intellectual Curiosity
• Long Term Planning
• Managing Ambiguity

Benefits

• Health & Wellbeing benefits that support physical, financial and emotional wellbeing.
• Personal & Professional Development programs to help reach career goals.
• Diversity, Inclusion & Belonging initiatives that celebrate individual uniqueness.