What are the responsibilities and job description for the Hardware Support Engineer position at SOC?
Responsibilities :
- Gather data, perform analysis, and escalate problems to higher-level product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues.
- Maintains a high level of customer satisfaction by clarifying customer needs and communicating the needs to HPE.
- Responsible for hardware support deliverables and acts as collaborator with the ASM for the technical deliverables.
- Performs all types of hardware related tasks including installation, configuration, proactive (firmware), and break fix.
- Will escalate issues as needed to HPE account and according to established procedures.
- Integrate technical knowledge and business understanding to create solutions for customers.
- Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents
- Identify potential escalations and alert management proactively
- Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
- Apply HPE solutions to meet moderately complex customer needs within area(s) of technical responsibility
- Balance internal needs with customer needs within defined parameters.
- May identify additional services that could lead to future service revenue growth.
- Build strong relationship with management in assigned accounts
- Education and Experience Required :
- Bachelor's degree preferred or Associate degree holder (technical field) with 2-3 years working experience in related fields desired.
- TS / SCI Clearance with specific polygraph required
- Must be comfortable working on-site M-F at customer location near Salt Lake City
