Hewlett Packard Enterprise
posted 3 months ago
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.