Hewlett Packard Enterprise - Salt Lake City, UT
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 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 maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met. The role requires a proactive approach to problem-solving, where the engineer will gather data, perform analysis, and escalate issues to higher-level product support groups when necessary. The engineer will also be responsible for hardware support deliverables, collaborating with the Account Support Manager (ASM) for technical deliverables, and performing various hardware-related tasks including installation, configuration, and proactive maintenance. The engineer will work independently to resolve most technical incidents within their area of expertise and will collaborate with team members to address more complex issues. Additionally, the role involves identifying potential escalations and alerting management proactively, as well as applying HPE solutions to meet customer needs. The engineer will also have the opportunity to identify additional services that could lead to future service revenue growth, thereby building strong relationships with management in assigned accounts.