Global Support Remote Storage RTCC engineer - EMEA
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE 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 diverse 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:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.
What you’ll do:
The Global Remote Services RTCC engineer will be responsible for complete resolution of complex problems at a large enterprise level and mission critical storage environments. The candidate will provide expert level assistance directly to Customers, Partners, TEC engineers, Field CEs, Escalation engineers and Resellers/VARs. Some of the main responsibilities include Problem reproduction, Interfacing with the engineering team, QA and development engineers, Escalation and Elevation management, development of knowledge base and training material, mentoring and formal training delivery.
Job specific responsibilities include troubleshooting and resolving complex technical issues on HPE Storage products like 3PAR/Primera/Alletra and MSA/NAS systems. This will also involve basic troubleshooting of related components like SAN Switches and host bus adapters, as well as working on performance and host connectivity related issues which would need excellent knowledge on Operating systems, Virtualization and Networking. Providing leadership in technical problem management, working closely with end customers, HP remote and field support staff also comes as part of added responsibilities of this role.
Other responsibilities:
- Respond to service, product, technical, and customer relations questions on subjects such as features, specifications and repairs on current and discontinued products and parts & options based on customer entitlement.
- Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
- Participate in Knowledge creation and management activities.
- Assess and appreciate technical issue as well as customer’s business impact and communicate appropriately with the customer.
- Participate in after-hours remote support rosters.
- Deliver internal trainings and Tech-share sessions as needed.
Knowledge & Skills Required:
- Excellent product knowledge and troubleshooting skills on 3PAR/Primera/Alletra and/or MSA/NAS products.
- Good knowledge on Operating systems, Virtualization and Networking
- Good understanding and basic troubleshooting knowledge on Storage Area Networks
- Excellent verbal and written communication skills
- Experience in troubleshooting in a technical environment
- Excellent analytical and problem-solving skills
- Software and hardware knowledge of computing and storage
- Able to lead resolution activities with escalated customers.
- Ability to mentor new agents and contribute to technical action plans.
What you need to bring:
- Educational qualification – Bachelor/Masters in technical field or equivalent experience.
- Tenure in current role/ Job Level – 18 months or more
- Minimum Grade: ENT and above
Points to note before you apply:
- To apply for open positions, approval of the employee's current manager is required and Approval email has to be shared with the RM Team/Recruiter
- Employees in Performance Improvement Plan are not eligible to apply.
Additional Skills:
Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, 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.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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:
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Job:
Services
Job Level:
Specialist
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse 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 F/M/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.
