NonStop Remote Support Specialist

NonStop Remote Support SpecialistThis 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 – 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.

What you’ll do:

The HPE NonStop Managed Services provides remote global support to internal and external customer on a range of Nonstop technologies and solutions.

We are seeking an experienced NonStop support specialist who can work with customers to understand and resolve questions and issues and incidents within their environment. You have a good understanding of the principles and concepts of the overall system architecture have the ability to understand and support several products in a functional area of NonStop technology, involving system management, usage, configuration and interaction with other products.

The HPE Managed Service NonStop support specialists have good ecosystem knowledge of functional areas around their area of specialization and understands the relationship of products from different functional areas.

You should be proficient in system support best practices and exercise independent judgment (within generally defined processes) to determine best methods for solving technical and political problems. 

Work independently on common and complex system problems where data analysis requires in-depth knowledge of multiple products/factors and occasionally seeks technical guidance by more senior technicians in call processing/problem resolution. 

May act as a team lead providing direction and facilitating knowledge sharing and is able to coach other members within a functional team. 

Can evaluate unique technical problems and communicate information, analysis, and recommendations to team members and customers. 

Follows established case flow guidelines and exercises independent judgment within defined processes to determine best methods for solving technical problems. 

The candidate is responsible for career development and continues to develop detailed internals knowledge through education and hands on exposure to products or continues to broaden product coverage outside of primary functional area.

Key Responsibilities: 

• Successfully resolve technical issues for NonStop 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

  
  

• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence

  
  

• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process

  
  

• Review and may resolve complex business issues

  
  

• Add case resolution to KMS

  
  

• Understand and utilize ITIL

  
  

• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

  
  

What you need to bring:

• 5 years + working knowledge on NonStop software essential

  
  

• Excellent verbal and written communication skills

  
  

• Experience troubleshooting in a technical environment

  
  

• Excellent analytical and problem-solving skills

  
  

• Advanced proficiency with case management and monitoring tools

  
  

• Superior customer service skills

  
  

• Phone and remote support experience

  
  

• Ability to solve and document solutions for usage of other technicians and customers

  
  

• Ability to lead resolution activities with escalated customers

  
  

• Ability to contribute to technical action plans

  
  

• It is imperative that the applicant possess the right attitude to embrace changes in technology and demonstrates the ability to work outside their comfort zone in gaining skills on all components in the solution stack.

  
  

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.

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.