Field Technical Support Consultant
Field Technical Support Consultant Job summary: Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure. Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce. HPE Pointnext is the innovative IT services organization—part of Hewlett Packard Enterprise—built to make Hybrid IT simple and power the Intelligent Edge. As an agile technology partner, we help our customers modernize their legacy infrastructure with the flexibility of the cloud, and maximize the value of their connected devices. We make their mission our mission: To drive rapid transformation across an enterprise on a customer’s terms. Role The Technical Consultant (TC) is a local onsite resource delivering complex services and solutions according to the new Style of Business. A TC can be involved in both proactive services and reactive customer engagements to both proactive and non-proactive customers. TCs are responsible for implementing technical solutions to HP customers in accordance with the agreed technical design and Statements of Work, and could be actively involved in the diagnosis and resolution of technical support issues as a result of a customer escalation. The TC has a deep technical knowledge of products and solutions as defined by the service(s) they are assigned to. As a trusted advisor, they create and maintain effective customer relationships in order to meet their service obligations and ensure Customer satisfaction. The TC contributes to the organisation’s business growth by generating and cultivating new business opportunities, identifying upsell opportunities, providing technical presales support to develop complex proposals, and actively contributes to the HP Solutions portfolio by providing details based on technical knowledge and previously experienced methodologies. The TC has the end-to-end responsibility to deliver the services they are assigned to for ensuring and improving profitability of customer orders by utilising the best cost resources to deliver the service. Responsibilities: * Responsible for the end to end ownership and delivery of the technical services assigned * Is the technical SME for the customer and point of contact for solutions planning, development and improvement in respect of the specific services being delivered * Identifies upsell opportunities to support growth and profitability * Manages costs on a per Event or per Engagement level * Develops and maintains knowledge of leading edge technologies, HP Products, Solutions and industry/market directions * Acts as a mentor to junior colleagues - is involved in training paths definition and skill building * Understands HP strategy - aware of internal tools and processes and their application * Actively participates in technical communities of professionals, and regularly attends technical events and roadshows * Contributes to achieve strong results in Total Customer Background * Scoping customer assignments for detailed technical actions against timelines so the customer has a clear understanding of the work schedule and commitment from HP * Defines and executes implementation plans according to the customers' needs * Leads technical delivery projects when PMs are not appointed - takes ownership of technical project * Involved in problem escalation consultancy for escalated customer sites - which can lead to onsite assistance and technical customer reviews * Maintains a close relationship with Sales and Pre-Sales teams * Sometimes coordinates team resources as team leader * Has a close relationship with Project Managers * Provides technical support and/or leadership in the creation and delivery of technology solutions designed to meet our customers' business needs and, consequently, for understanding the customers' business Education and Background Required: * Bachelor's degree (technical field) with 5- 7 yrs working background in related fields desired. Knowledge and Skills: * Technology specialisation and certifications in multiple technical domains e.g. servers, storage and networking – according to business need * Final skill mix needed is defined by the service(s) the TC is assigned to * Solution focused * Multiple Operating system and virtualisation technology knowledge * Thorough knowledge in solution design, documentation and implementation * Has the expertise to translate technical customer qualifications into statements of work (SOW)and proposals * IT environment knowledge * Foundation knowledge of methodologies and processes such as ITIL/ITSM and project management * Cross BU Portfolio knowledge of both product & services and HPs competition * Leadership qualities with the expertise to effectively communicate and present clearly and concisely with people at all levels in the organisation * Influencing and negotiation skills * Presentation Skills * Team Leadership and personal effectiveness * Results and performance driven * Effective and creative analytical skills * Drive and motivation to self-train and maintain & improve skill set * Customer centric mind-set * Business acumen, cost of delivery focus If you… * are good at partnering, innovating, and making things happen―you are aligned to our core values * have an understanding, at a detailed level, of all architectural dependencies of technologies in IT environtments * are able to display a broad understanding of market dynamics, an industry area, commercial issues, and technical concerns * are able to complete solution implementation independently, as well as manage a team of consultants in the completion of 1 or more solution qualifications ...then, apply now! We offer: * A aggressive compensation and extensive social benefits * Diverse and dynamic working environment * Work-life balance and support for career development Want to know more about HPE? Then let’s stay connected! https://www.facebook.com/HPECareers https://twitter.com/HPE_Careers #LI-VD1 Job: Services Job Level: Specialist Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment applicants who are qualified with criminal histories.
June 12 on Equest