Remote Technical Support Engineer

Job description

Job ID 1032271 Date posted 10/31/2018 Primary Location Aryanah, Gouvernorat de l’Ariana, Tunisia Job Category Services Schedule Full time Shift No shift premium (Tunisia)

To work as part of a teamin the Center of Excellence  providing post-sales telephone and electronic technical support to HPE customers, documenting and elevating calls in line with defined business procedures.

Call handling, problem resolution and escalation:

·To provide technical support via telephone or electronically to customers, partners and HPE employees in line with defined CSC procedures. This will include diagnosis of hardware problems and software support on the SLES and RHEL. Linux, Irix and Windows operating systems.

·To resolve technical queries/problems through personal knowledge, research or team work.

·To elevate calls to the appropriate skill level in line with defined CSC procedures in order to ensure timely resolution and to maintain customer satisfaction.

·To coordinate onsite visits and part ordering with HPE and third-party field teams.

·To meet productivity and quality targets as agreed with the CSC Manager.

·To be the first point of contact to customers calling into the Global Customer Support Centre, checking entitlement, logging, allocating and closing calls appropriately.

Customer Satisfaction

·To consistently set and meet customer expectations and continually develop customer service skills.

Continuous Improvement

·To contribute to the improvement of CSC processes, procedures and tools.

·To help and support other members of the team through sharing of information and effective team working.

Technical Growth and Development

·To maintain and develop technical skills through:

·Agreeing to a formal training and development plan with the CSC Manager

·Reading and researching topics within area of expertise

·Learning from other team members

·

· Customer Oriented

·Takes actions with the customer in mind

·Understands customers’ requirements and issues (internal and external)

·Establishes and maintains effective relationships with customers

·Gains the trust and respect of customers

Planning/Organizing

·Accurately scopes out length and difficulty of tasks and projects; sets appropriate milestones and determines the resources needed

·Anticipates problems and roadblocks and adjusts appropriately

·Co-ordinates multiple activities at once to accomplish milestones, objectives

·Able to follow multiple complex procedures.

Ownership(accountability/responsibility)

·Takes ownership for the quality of work

·Takes initiative - goal oriented

·Takes responsibility for own actions

·Applies knowledge and abilities

Problem/Solving/Decision Making

·Understands the various factors and drivers in an issue/problem

·Can see underlying or hidden issues and patterns

·Searches for effective solutions

·Prepares decisions in a rational way

Team Oriented

·Is co-operative and helpful

·Works on team problems and goals

·Helps to improve overall team performance

·Considers the ramifications of actions on others

·Passes on knowledge and information

Technical Competencies:

·Ideally the role holder will haveSLES and/or RHEL Linux specific experience, and experience of hardware troubleshooting.

Working hours:

·The European CSC covers 7am to 5pm, on an 8 hour shift basis.  Bank holidays are also covered.  Time in lieu given for Bank holidays worked. Occasional weekend cover required, for which time in lieu and uplift is provided. Possibility of on-call work.

Educational/experience requirements:

·Ideally educated to degree level in relevant subject (eg; computer science/electronic engineering) or equivalent experience.

·Ideally a minimum of 2 years’ experience of working in a customer facing role, either telephone or face to face. Helpdesk experience an advantage.

·Any of the following certifications will be a plus: SCE, RHCE, Network+ or Security+

·Fluent in English and French.  German would be beneficial.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.