Support Operations Engineer

Support Operations Engineer

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

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

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. 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.

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

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).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Evaluate unique or complex installations or configurations and make recommendations for resolution.
• Articulate clearly in writing and verbally. Add case resolution to KMS.
• Represent company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
• Engages team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
• Develop partnership with and assist the Sales Pursuit team.

Education and Experience Required:

• Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level.
• 2-5 years experience in relevant technologies and customer environments.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in language to be supported.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem solving skills.
• Software and hardware knowledge of computing, storage and peripheral devices.
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Understand the customer to be an advocated for the customer.
• Platform and Container Orchestration - Red Hat OpenShift Container Platform administration and cluster management, kubernetes core concepts (Pods, Services, Deployments, ConfigMaps, and Secrets), application troubleshooting within a containerised environment (oc/kubectl cli), managing OpenShift Routes, network policies, and persistent storage
• Linux System Administration - RHEL and RHCOS management: administration of Red Hat Enterprise Linux and Red Hat OpenShift Container CoreOS.
• Standard network troubleshooting. Understanding of container networking interfaces (CNI) and how traffic routes between pods and external systems. Load Balancing and DNS: management of internal DNS resolution, HAProxy, OpenShift Routers.
• Application operations and monitoring end to end, including observability using Prometheus and Grafana, collaborating with development teams to learn and support custom business applications
• Basic in scripting bash/Python
• Availability to work out of office hours when required or specific shifts

Nice to have:

• Experience in Telecommunication industry
• Understanding of ITIL frameworks and processes
• Experience in Jira and Service Now

Additional Skills:

• 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

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.