Technical Solutions Cons II

Location: Bengaluru, Karnātaka
Department: IT

We are seeking a Technical Solutions Consultant II to join our Global Operations team. As a Technical Solutions Consultant II, you will work on average 2 days per week from an HPE office in Bengaluru, Karnataka, India.

Job Description:

As a Technical Solutions Consultant II, you will prioritize putting customers and partners first by developing the workforce of the future. This involves strategic, inclusive, and collaborative working culture. At our core, we strive to uphold HPE's values – to partner, innovate and act – we are an organization that plans, sources, and provides quality customer and partner experiences.

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).
• Proactively assist internal or external businesses and end-users to avoid or reduce problem occurrence.
• Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
• Ability to articulate clearly, recommend and explain resolutions/clients.
• Understand and utilize ITIL.
• Represent the company in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.

Requirements:

• First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
• 5-7 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.
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem-solving skills.
• Advanced Software and hardware knowledge of computing, storage, and peripheral devices.
• Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
• Advanced proficiency with case management databases and tools.
• Superior customer service skills.
• Phone and remote support experience. E-support experience, knowledge, and resolution ability.
• Ability to solve and document solutions for usage of other technicians and customers.
• Ability to mentor new agents.
• Ability to train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Ability to lead technical action plans.
• Lead or provide expertise to teams or projects.
• Highly Developed knowledge of more complex solutions.

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.