Backup Support Engineer
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 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 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:
The primary responsibility of the Level 1.5 Backup Support Engineer is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of compute, storage and network hardware platforms, operating systems, subsystems and products operating on these systems. The CES Engineer is the first and second level of technical support to the customers. On receipt of a service request the CES engineer researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets complex the CES Engineer is responsible to collaborate with CES and L3 engineers within his technology area as well as other involved parties.
Job specifics/responsibilities:
Timely responds to customers via phone/mail/web. Logs case, provides information & troubleshoots to solve customer problem according company KPIs for the business
Manages customer expectations by taking into consideration the entitlement and identifies customer problems
Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
Collaborates with peers as well as with L2 Engineers and L3 Engineers from all Departments
Timely elevates and/or escalates to next level when the case is complex
Participates in projects for process or quality improvements
Manages multiple tasks or cases simultaneously with minimal supervision
Actively captures resolutions of new issues and documents them in the respective data base
Acts as a first point of contact for Engineer I and Staff Engineer for guidance on technical and business process issues
Keeps documentation as per requirements
Meets the deadlines and keeps the service level agreements
Achieves personal goals assigned by the direct manager
Works together with other team members to achieve team goals
Is compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager
Key deliverables/accountabilities:
Excellent scores of Customer Satisfaction Index
Commitments are met timely with high quality
Good knowledge of products and processes
Accurate Case management
Diagnosis accuracy
Working relationships:
Internal:
GTS Sofia teams
Other HPE teams
External:
HPE customers
HPE Partners and service providers
Education (degree) and professional experience required
University degree
Professional experience: ideally 2-3 years’ experience in CES service and support
Other requirements:
Very good language skills in English
Excellent language skills in German/Russian/Italian/Spanish/Polish/Romanian (if team is supporting German/Russian/Italian/ Spanish/ Polish/Romanian speaking clients)
Project management skills
Presentation skills
Ability to properly maintain technical documentation
Ability…