Customer Solution Center Graduate – Charlestown

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

Job Description:

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. The technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

Your Key Responsibilities:

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
• Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .
• Resolve incoming internal or external businesses and end user's problems via telephone and e-support.
• Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).
• Proactively assist customers to avoid or reduce problem occurrence.
• Engages team members for support as required to ensure internal or external business and end user SLA demands are met.
• First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.
• Respond to automated detected events from the HPE monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.
• Enter incident details and progress of incident resolution into the HPE Incident tracking system.
• Perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers and Storage.
• Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.
• Identify customer sensitive situations and instigate management escalation.
• Ensure that the details of the incident and resolution are correctly recorded into the HPE ITOC Australia Incident tracking system servicenow.
• Maintain a high level of customer satisfaction by owning issues, managing communication both within HP and with the customer, leveraging the wider HP resources to assist and following incidents through to resolution.
• Maintain a thorough understanding of ITIL best practice.
• Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.
• Ability to deal in a fast-pace and high-pressured environment.

Education and Experience Required:

• Bachelor's degree preferred or Diploma degree holder. Completion in 2024 or 2023

Role Start Date

• February/ March 2025

About You

• Have a broad knowledge and passion for the IT industry

• Excellent verbal and written communication skills
• Technical troubleshooting skills
• Excellent analytical and problem-solving skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• Proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience. E-support experience an advantage

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.

Job:

Services

Job Level:

Entry

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.