Hardware Resolution Engineer - Compute (UK)
This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.
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:
The candidate will:
- Be comfortable and effective in combining technical expertise with customer service to manage hardware support issues from start to finish.
- Maintain the ability to develop a rapport and empathy for the customer situation.
- Work with various HPE teams, including but not limited to, Global Remote Support, Publications, Training, Support Planning, Manufacturing, Testing, and R&D
- Lead triage and root cause analysis of customer hardware issues and provide proper corrective actions
- Focus on customers and solutions using HPE hardware and other vendors' hardware.
- Ensure the proper collection of data as you document and provide timely communication of service events.
- Manage escalations to next level of engineering and development ensuring issues are documented completely and are technically sound. This includes communication to/from the customer from HPE.
- Demonstrated mastery in the ability system hardware and interconnect issues and provide final resolutions or workarounds when possible.
Key qualifications include:
- Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
- Typically 2-4 years experience.
The candidate will:
- Be comfortable and effective in combining technical expertise with customer service to manage hardware support issues from start to finish.
- Maintain the ability to develop a rapport and empathy for the customer situation.
- Work with various HPE teams, including but not limited to, Global Remote Support, Publications, Training, Support Planning, Manufacturing, Testing, and R&D
- Triage and root cause analysis of customer hardware issues and provide proper corrective actions
- Focus on customers and solutions using HPE hardware and other vendors' hardware.
- Ensure the proper collection of data as you document and provide timely communication of service events.
- Manage escalations to next level of engineering and development ensuring issues are documented completely and are technically sound. This includes communication to/from the customer from HPE.
- Analyze system hardware and interconnect issues and provide final resolutions or workarounds when possible.
Key qualifications include:
- Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
- Typically 2-4 years experience.
- Knowledge and experience of Linux/Unix operating systems
- Basic knowledge of and experience in maintaining system hardware and software, utilizing diagnostic tools and debugging tools for problem isolation.
- Strong organizational, collaborative, and customer relations skills with the ability to remain calm under pressure and deadlines
- Strong verbal and written communications in English
- Strong analytical and problem-solving skills
- Ability to gather data and perform analysis of customer reported issues, request and follow advice from teammates or escalate to the next level of engineering with well described problem details
- Ability to work effectively in a team environment to investigate and resolve complex problems as part of a team
- Ability to effectively manage the break fix process by remotely assisting with troubleshooting or initiating on-site hardware repairs
- Ability to multi-task and prioritize, switching between working several issues at once
- Good mechanical capabilities
- Good electrical component design knowledge
- Thermal/cooling design knowledge
- Desire to learn and grow by utilizing and learning new technologies and tools
- Capability to work across GEOs and alongside sales, service SMEs, operations, and management groups
- Desire to challenge how things are done if there is a better way
- Strong customer focus, ability to act as liaison to customer
- Safety focused
- Comfortable working around high voltages
Job Conditions:
- Monday – Friday work week
- Rotation of on-call duties with other staff to provide 24x7 coverage
- Occasional travel for training or to assist with installations or support remote systems
- Ability to provide after-hours support work, as required.
Additional Skills:
Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)
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:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
#unitedkingdom#compute, #highperformancecompute
Job:
Engineering
Job Level:
TCP_02
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.
Top Skills
What We Do
In 1939, Bill Hewlett and Dave Packard, college friends turned business partners, started the original Silicon Valley startup in the space of a rented Palo Alto garage. Starting with audio oscillators, the friends built the foundation for a company that would grow to become a global leader in enterprise technology.
More than 75 years later, our success is exemplified through our employees’ drive to advance ideas that bring meaningful innovations to life for our customers and partners around the globe. We are guided by our mission to help customers use technology to turn ideas into value, and empower them to transform industries, markets and lives. We simplify Hybrid IT, power the Intelligent Edge and provide the expertise to make it all happen.
