Hyperconverged Infrastructure (HCI) Specialist

Hyperconverged Infrastructure (HCI) SpecialistThis 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 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 PointNext is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation – giving clients the most effective solutions for a fast-paced, modern business along with the expertise to achieve maximum business benefit, and to deliver better experiences.

Job Family Definition:

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

Management Level Definition:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

What you’ll do:

Job Description:

We are looking for a highly skilled and experienced Hyperconverged Infrastructure (HCI) L3 Engineer to join our dynamic team. As an L3 Engineer, you will be responsible for providing advanced technical support and expertise for our Hyperconverged Infrastructure (HCI). You will be the escalation point for complex Hyperconverged Infrastructure (HCI) -related issues, design solutions, and drive continuous improvement initiatives.

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). .
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions /clients.
• Understand and utilize ITIL.
• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

• Serve as the subject matter expert (SME) for Hyperconverged Infrastructure (HCI) (Simplivity, Nutanix, or VXRail), including VMware vSphere, VMware NSX, and VMware vSAN.
• Provide advanced troubleshooting and resolution for escalated Hyperconverged Infrastructure (HCI) incidents, problems, and service requests, ensuring timely resolution and adherence to service level agreements (SLAs).
• Lead the design, implementation, and optimization of Hyperconverged Infrastructure (HCI) solutions to meet business requirements, including architecture design, capacity planning, and performance tuning.
• Develop and maintain documentation, including standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for Hyperconverged Infrastructure (HCI) technologies.
• Collaborate with L1/L2 support teams to mentor and guide them in resolving Hyperconverged Infrastructure (HCI) -related issues and developing their technical skills.
• Drive automation and scripting initiatives to streamline Hyperconverged Infrastructure (HCI) operations, automate repetitive tasks, and improve efficiency.
• Conduct root cause analysis for recurring Hyperconverged Infrastructure (HCI) issues and implement preventive measures to mitigate future occurrences.
• Stay updated on Hyperconverged Infrastructure (HCI) technologies, industry trends, and best practices, and make recommendations for infrastructure enhancements and upgrades.
• Collaborate with cross-functional teams, including infrastructure, network, security, and application teams, to integrate Hyperconverged Infrastructure (HCI) solutions into the overall IT environment.
• Strong technical understanding of technology including the various hardware (Dell - VxRAIL, Nutanix AHV/AOS, HPE – Simplivity), software (Vmware and Nutanix AHV), and networking systems.
• Excellent communication and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment; Collaborate effectively with other staff to solve complex problems.

Certification:

• ITIL
• VMware Certified Professional (VCP)
• Nutanix Certified Professional (NCP)
• Dell EMC VxRail : D-VXR-DY-01 or D-VXR-OE-23

What you need to bring:

Education and Experience Required:

• First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
• 5-10 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem solving skills.
• Advanced Software and hardware knowledge of computing, storage and peripheral devices.
• Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience. E-support experience, knowledge and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Ability to lead technical action plans.
• Lead or provide expertise to teams or projects.
• Highly Developed knowledge of more complex solutions.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, 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, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, 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:

Expert

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.

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