Customer Solution Center Technician

Overview

This position operates predominantly remotely but requires working approximately two days a week from an HPE office. Hewlett Packard Enterprise (HPE) is a global technology company specializing in edge-to-cloud solutions, empowering companies to connect, protect, analyze, and act on data wherever it resides. The organization values innovation, diversity, and flexibility, fostering a culture focused on growth and impact.

Role Summary

The Customer Solution Center Technician works within the Customer Solution Centers offering remote support services such as presales, postsales, and service delivery. The role focuses on troubleshooting complex hardware and software issues for customers, onsite engineers, and authorized service providers. This position requires extensive technical expertise and leadership capabilities within complicated operational environments.

Key Responsibilities

• Efficaciously resolve hardware and software technical issues reported by internal and external stakeholders through various communication channels.
• Address inquiries related to product features, specifications, repairs, warranty, and mission-critical entitlement.
• Proactively provide support to prevent or lessen problem recurrence for internal and external entities.
• Lead and mentor cross-divisional teams or projects, guiding other employees and influencing strategy development.
• Work independently or collaboratively in a team environment, exercising judgment and decision-making skills.
• Clearly communicate solutions and recommendations to customers and clients.
• Apply ITIL framework principles and share knowledge with peers.
• Represent HPE at customer locations, industry events, vendor meetings, and trade shows.
• Collaborate regularly with the Sales Pursuit team to align technical and operational objectives.

Required Education and Experience

• Advanced university degree such as a post-graduate qualification (e.g., Master of Arts/Science, MBA) or equivalent experience.
• Minimum of seven years of relevant experience in technical environments and customer-facing roles.
• Relevant industry certifications as applicable.

Professional Skills and Knowledge

• Exceptional verbal and written communication skills in the applicable language.
• Advanced diagnostic and troubleshooting skills within technical settings.
• Strong analytical and problem-solving abilities.
• Deep knowledge of hardware, software, computing, storage, and peripheral devices.
• Intimate familiarity with HPE products and related technical training.
• Expertise in case management databases and technical tools.
• Superior customer service aptitude and experience in phone and remote support.
• Demonstrated skill in documenting solutions for reuse by technicians and users.
• Competency in training colleagues and onboarding new agents.
• Capability to take full ownership of escalated customer cases and lead technical resolution plans.
• Ability to provide thought leadership to cross-functional teams or initiatives.
• Comprehensive expertise in one or more complex technical solutions.

Employee Benefits and Company Culture

HPE offers a comprehensive benefits package to support physical, financial, and emotional wellbeing for employees and their families. The company encourages career development through targeted programs enabling employees to deepen expertise or explore new divisions. HPE prides itself on inclusive work practices that value diverse backgrounds, offer flexibility, and promote collective success as a responsible global enterprise.

Equal Opportunity and Recruitment Integrity

HPE is committed to equal employment opportunity and does not discriminate based on any protected category. The company conducts hiring based solely on qualifications, merit, and business needs. HPE strictly prohibits recruitment fraud; candidates will never be asked for fees or sensitive personal information outside official channels. Suspected fraudulent activities should be promptly reported to local authorities.