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Hardware Resolution Engineer - Compute (UK)

Hewlett Packard Enterprise

Hardware Resolution Engineer - Compute (UK)

Salary Not Specified

Hewlett Packard Enterprise, Dyrham, South Gloucestershire

  • Full time
  • Permanent
  • Remote working

Posted 2 weeks ago, 10 Sep | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 038e030de3cb49fb86fa5770f5827a21

Full Job Description

  • Be comfortable and effective in combining technical expertise with customer service to manage hardware support issues from start to finish.

  • Maintain the ability to develop a rapport and empathy for the customer situation.

  • Work with various HPE teams, including but not limited to, Global Remote Support, Publications, Training, Support Planning, Manufacturing, Testing, and R&D

  • Lead triage and root cause analysis of customer hardware issues and provide proper corrective actions

  • Focus on customers and solutions using HPE hardware and other vendors' hardware.

  • Ensure the proper collection of data as you document and provide timely communication of service events.

  • Manage escalations to next level of engineering and development ensuring issues are documented completely and are technically sound. This includes communication to/from the customer from HPE.

  • Demonstrated mastery in the ability system hardware and interconnect issues and provide final resolutions or workarounds when possible., Be comfortable and effective in combining technical expertise with customer service to manage hardware support issues from start to finish.

  • Maintain the ability to develop a rapport and empathy for the customer situation.

  • Work with various HPE teams, including but not limited to, Global Remote Support, Publications, Training, Support Planning, Manufacturing, Testing, and R&D

  • Triage and root cause analysis of customer hardware issues and provide proper corrective actions

  • Focus on customers and solutions using HPE hardware and other vendors' hardware.

  • Ensure the proper collection of data as you document and provide timely communication of service events.

  • Manage escalations to next level of engineering and development ensuring issues are documented completely and are technically sound. This includes communication to/from the customer from HPE.

  • Analyze system hardware and interconnect issues and provide final resolutions or workarounds when possible., Rotation of on-call duties with other staff to provide 24x7 coverage

  • Occasional travel for training or to assist with installations or support remote systems

  • Ability to provide after-hours support work, as required.

    Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.

  • Typically 2-4 years experience., Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.

  • Typically 2-4 years experience.

  • Knowledge and experience of Linux/Unix operating systems

  • Basic knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation.

  • Strong organizational, collaborative, and customer relations skills with the ability to remain calm under pressure and deadlines

  • Strong verbal and written communications in English

  • Strong analytical and problem-solving skills

  • Ability to gather data and perform analysis of customer reported issues, request and follow advice from teammates or escalate to the next level of engineering with well described problem details

  • Ability to work effectively in a team environment to investigate and resolve complex problems as part of a team

  • Ability to effectively manage the break fix process by remotely assisting with troubleshooting or initiating on-site hardware repairs

  • Ability to multi-task and prioritize, switching between working several issues at once

  • Good mechanical capabilities

  • Good electrical component design knowledge

  • Thermal/cooling design knowledge

  • Desire to learn and grow by utilizing and learning new technologies and tools

  • Capability to work across GEOs and alongside sales, service SMEs, operations, and management groups

  • Desire to challenge how things are done if there is a better way

  • Strong customer focus, ability to act as liaison to customer

  • Safety focused

  • Comfortable working around high voltages, Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

    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.