Field Technical Support Engineer

Field Technical Support Engineer

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

   

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope. Uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.

Responsibilities:

• Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Provide onsite support at customer sites with the installation, configuration, and implementation of compute and storage solutions.
• Provide onsite break fix support to troubleshoot and resolve technical issues/problems on customer systems.
• Tasks may include performing system configurations, troubleshooting system errors/problems, monitoring and/or testing system performance, and contributing to the design of technical solutions for customer environments.
• Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents.
• Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility.
• Build relationship with management in assigned accounts.
• Sets expectations with customers based on defined parameters.
• Participate in a 24x7 shift rotation to provide availability and responsiveness to critical issues.
   

Education and Experience Required:

• Diploma / Bachelor's degree or equivalent in Computer Science, IT, Engineering, or related fields.
• 1-3 years working experience in field service technical related areas desired.
   

Knowledge and Skills:

• Strong understanding of server hardware technology, Windows/Linux environments and troubleshooting hardware problems.
• Communicate effectively to technical level and first-level management within an organization.
• Customer orientated with high level of service attitude
• Strong problem-solving skills (proactive, reactive and creative based on clearly defined procedures.
• Conceptual understanding of IT infrastructure environments.
• Strong Customer relationship building skills
• Ability to manage complex Customer problems
• Ability to perform while under high-pressure situations.
• Basic knowledge of change management process and tools available, particularly in a Data Center environment.

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

#singapore

#globalIT, #servicesandsupport

Job:

Services

Job Level:

Entry

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