Remote Support Engineer - Simplivity COE

Job Description

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.

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.

Job Description:

• 5+ years of demonstrated experience in service and support of Server/Storage/VMware/Hyper-V/Linux products.
• Responsible for daily E2E technical case management from our Simplivity customers. Adherence to process /customer response times et all is crucial.
• Acknowledge and quickly respond to customer emails/requests for assistance.
• Customer criticality is of priority at all junctures.
• Prepare distinctive Case Closure Summary for every customer/case after issue resolution.
• Percolate technical learnings to peers and document Knowledge base articles in the SVT Knowledge Base.
• Active participation in case review meetings with regional stake holders/escalation managers/customers, as and when required
• “TCE” needs to be on priority and other business metrics needs to be maintained at Center Standards.
• Zeal for going the extra mile to solve customer issues.
• Peer assistance is an added trait.

Technical Skills:

• Strong Knowledge in installing and configuring all flavors of ESXi and VCenter server.
• Troubleshooting Knowledge on ESXi and VCenter performance issues.
• Troubleshooting vSphere storage, plugin & vSphere networking issues.
• Good knowledge on SAN technologies and converged solutions like VMware vSAN & HyperConverged products, HP Servers Blade, Rackmount, SAN, NAS & DAS, Hyper-V/clustering, power CLI, break/fix etc.
• Good understanding on the Basics of Linux (VI, directory structures, scripting) and Networking (Vlan, analyzing switch logs, jumbo frames, flow control)
• Understanding of VMware Site Recovery Manager for disaster recovery
• Knowledge on Virtual Machine snapshots and VMware VDP
• Understanding of vSphere Cluster Services (HA, DRS, DPM, EVC)
• Additional skills - Understanding of database SQL/Postgress, etc.

Business Skills:

• Demonstrate strong written and verbal communication skills.
• Interacting and collaborating across different technology teams within HPE.
• Willingness to work on a rotational shift basis.
• Must work towards achieving HPE’s vision for our customers.
• Affinity and a thorough understanding of support processes defined within HPE.
• Ability to work in a 24x7 environment.
• Exhibit “Customer First and Customer Last Attitude” consistently.
• Ability to drive cases to closure and provide Case Summary.
• Comprehension of L3/L4 analysis and communication of the same to our customers.
• Demonstrate high level of technical & communication skills .
• Expertise in communicating with customers and intra organization.
• Takes responsibility for end-to-end problem ownership and its solutions.

Hewlett Packard Enterprise Values:

Partner. Innovate. Act.

We live by three core values that drive our business.

Simplified, we are good partners, great innovators and we make things happen.

Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world ́s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers
You can also find us on:
https://www.facebook.com/HPECareers
https://twitter.com/HPE_Careers

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