Customer Solution Center Graduate

Overview

Join to apply for the Customer Solution Center Graduate role at Hewlett Packard Enterprise

This role has been designed as "Onsite" with an expectation that you will primarily work from an HPE partner / customer office.

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.

We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world.

Our culture thrives on finding new and better ways to accelerate what's next.

We know varied backgrounds are valued and succeed here.

We have the flexibility to manage our work and personal needs.

We make bold moves, together, and are a force for good.

If you are looking to stretch and grow your career our culture will embrace you.

Open up opportunities with HPE.

Job Description

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery.

The technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Your Key Responsibilities

Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.

Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).

Resolve incoming internal or external businesses and end user's problems via telephone and e-support.

Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).

Proactively assist customers to avoid or reduce problem occurrence.

Engages team members for support as required to ensure internal or external business and end user SLA demands are met.

First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.

Respond to automated detected events from the HPE monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.

Enter incident details and progress of incident resolution into the HPE Incident tracking system.

Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers and Storage.

Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.

Identify customer sensitive situations and instigate management escalation.

Ensure that the details of the incident and resolution are correctly recorded into the HPE ITOC Australia Incident tracking system servicenow.

Maintain a high level of customer satisfaction by owning issues, managing communication both within HP and with the customer, leveraging the wider HP resources to assist and following incidents through to resolution.

Maintain a thorough understanding of ITIL best practice.

Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.

Ability to deal in a fast-pace and high-pressured environment.

Education And Experience Required

Bachelor's degree preferred in Information Technology or Diploma degree holder.

Completion in

• or
• only.

Role Start Date

February

About You

Have a broad knowledge and passion for the IT industry

Excellent verbal and written communication skills

Technical troubleshooting skills

Excellent analytical and problem-solving skills.

Software and hardware knowledge of computing, storage and peripheral devices.

Proficiency with case management databases and tools.

Superior customer service skills.

Phone and remote support experience.

E-support experience an advantage

Must be a New Zealand or Australian Citizen or Permanent Residency holder

Additional Skills

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, + 5 more

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are.

We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness.

We know varied backgrounds are valued and succeed here.

We have the flexibility to manage our work and personal needs.

We make bold moves, together, and are a force for good.

Let's Stay Connected

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job Level

Entry

Employment Type

Full-time

Job Function

Consulting, Information Technology, and Sales

Industries

IT Services and IT Consulting

Equal Employment Opportunity

HPE is an Equal Employment Opportunity / Veterans / Disabled / LGBT employer.

We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need.

Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Please click here : Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran / Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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