Level 1 Technical Support Engineer with German

Level 1 Technical Support Engineer with German

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 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 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

The primary responsibility of the Global Technical Support (GTS) Engineer I is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of hardware platforms, operating systems, subsystems and products operating on these systems. The Engineer I is the first level of technical support to the customers. On receipt of a service request the Eng I researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets too complex the Engineer I is responsible for timely elevation and/or escalation.

How you will make your mark:

• Timely responds to customers via phone/mail/web. Log case, provide information & troubleshoot to solve customer problem according company KPIs for the business
• Manages customer expectations by taking into consideration the entitlement and identifies customer problems
• Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
• Timely elevates and/or escalates to next level when the case is complex
• Achieves personal goals assigned by the direct manager
• Works together with other team members to achieve team goals
• Participates in projects for process or quality improvements
• Manages multiple tasks or cases simultaneously with minimal supervision
• Active and self-paced improvement of technical and business process knowledge Independently and actively improves the quality metrics towards the achievement of the targets beyond
• Keeps documentation as per requirements
• Meets the deadlines and keeping the service level agreements
• Be compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager
• Encourages outstanding team morale and maintains highest ethical standards
• Strictly follows the procedures policies the and Standards of Business Conduct of the company

About you:

• High School/Bachelor/Master degree
• Professional experience: over 1 year experience as Customer Engineer or in a similar environment
• Very good command of English
• Excellent language skills in German
• Analytical and problem-solving skills
• Time management skills and working with tough deadlines
• Ability to properly maintain technical documentation
• Ability to work with business processes
• IT minimum required knowledge level
• ESSN Product lines intermediate knowledge
• Customers (Internal/External) Service Request Handling
• Advanced Business Process Knowledge
• MS Office tools

#Li-Hybrid

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 (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), 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.

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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#bulgaria

Job:
Services
Job Level:
Entry

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global 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 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.

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It has come to HPE's attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.