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Field Support Consultant

Zerto

Zerto

Customer Service, Sales & Business Development
Multiple locations
Posted on Thursday, June 27, 2024
Field Support Consultant

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer 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 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 Field Support Consultant will provide delivery support which includes break-fix, installations and proactive account support to the Australia Federal Government in Canberra. The successful candidate must have a minimum TSPV Government Security Clearance to be considered for this role.

Your Key Responsibilities:

  • Apply deep and broad technical background and knowledge of industry trends to operate critical or high-risk technology areas/customer groups.
  • Integrate technical knowledge and business understanding to create solutions for customers.
  • Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues.
  • Resolve technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents
  • Provide expert consulting on a specific technology, application, service offering or market segment.
  • Deliver strategic account support through proactively maintaining high-level technical, operational expertise and understanding of industry trends.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
  • Maintain high-level expertise in area of focus and stay abreast of future technology
  • Lead Customer Expectation management as part of escalation process.
  • Consult with executive customer management to achieve IT operations excellence.
  • Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.
  • Analyze the customer's business, organization, and information systems needs.
  • Develop and grow assigned customer account relationships with complex and strategic accounts.
  • Act as trusted advisor in the consultant role for customer and the company's sales teams.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.

About You:

Essential

  • TSPV Clearance and ability to work at Defence sites in ACT and surrounds.
  • Technical experience with hardware replacement and repair – any category, does not need to be IT specific, may include electrical, electronic or mechanical skills.
  • Troubleshooting experience – identifying and resolving faults.
  • Ability to follow documentation to increase skill base and knowledge of HPE equipment. eg. Service Delivery Guides, Action Plans, User Manuals.
  • Willingness to collaborate with team members, local and remote, to work on unfamiliar equipment or configurations.
  • Willingness to use self-paced and instructor led HPE training resources to upskill.
  • Ability to work unaccompanied.
  • Willingness to change work priorities as demanded by changing customer needs or priorities.
  • Attention to detail when following processes and recording work activity.

Preferred

  • Electronics or IT Support skills.
  • Familiarity with Industry Standard Server hardware.
  • Familiarity with server operating systems including Windows, VMware and Linux.
  • Knowledge of Storage concepts including RAID, SAN and Fibre Channel.

Optional

  • Experience with HPE server and storage hardware.

Additional Skills:

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, 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.

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.

#australia

#servicesandsupport

Job:

Services

Job Level:

Expert

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.