Managed Services - Incident Management Specialist

Managed Services - Incident Management Specialist

  

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

Job Description:

   

Managed Services provides remote (offsite) services including Monitoring, Administration and Operations for customers, who add MS on top of a Complete Care agreement. We are looking for a Compute or Storage Subject Matter Expert to become part of our team.

Responsibilities:

·         Work-shift – must be available for any shift, as our team works 7*24.

·         Will have responsibility for operation and administration of servers and storage equipment in the customers datacenters.

·         Service requests and incident resolution. Documentation, SLA commitment, etc.

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.

·         5-7 years experience in relevant technologies and customer environments.

·         Relevant industry qualification where applicable.

Knowledge and Skills:

·         Expert knowledge of HPE Storage or Compute systems

·         Expert knowledge of Linux.

·         Linux scripting experience.

·         Knowledge of Windows

·         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.

·         ITIL Certification is desired

Accountability, Accountability, Action Planning, Active Learning (Inactive), 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 (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, 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.

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.

#unitedstates

Job:

Services

Job Level:

Specialist

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $60,800.00 - $140,400.00

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. .

Salary : $60,800 - $140,400