Job Description

RTCC Storage Engineer - EMEA

This role has been designated as 'Edge', which means you will primarily work outside of an HPE office.

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Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyse, 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.

Role Description

The Global Remote Services engineer (GRS - RTCC) will be responsible for complete resolution of complex problems at a large enterprise level and mission critical storage environments. The candidate will provide expert level assistance directly to Customers, Partners, TEC engineers, Field CEs, Escalation engineers and Resellers/VARs. Some of the main responsibilities include Problem reproduction, Interfacing with the engineering team, QA and development engineers, Escalation and Elevation management, development of knowledge base and training material, mentoring and formal training delivery.

Job specific responsibilities include troubleshooting and resolving complex technical issues on HPE Storage products like 3PAR/Primera and MSA systems. This will also involve basic troubleshooting of related components like SAN Switches and host bus adapters, as well as working on performance and host connectivity related issues which would need excellent knowledge on Operating systems, Virtualization and Networking. Providing leadership in technical problem management, working closely with end customers, HP remote and field support staff is also part of added responsibilities of this role.

Other responsibilities:

• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications and repairs on current and discontinued products and parts & options based on customer entitlement
• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
• Participate in Knowledge creation and management activities
• Asses and appreciate technical issue as well as customer's business impact and communicate appropriately with the customer.
• Participate in after-hours remote support rosters
• Deliver internal trainings and tech-share sessions as needed

Knowledge & Skills Required:

• Excellent product knowledge and troubleshooting skills on 3PAR/Primera and/or MSA/NAS products
• Excellent knowledge on Operating systems, Virtualization and Networking
• Good understanding and basic troubleshooting knowledge on Storage Area Networks
• Excellent verbal and written communication skills
• Experience in troubleshooting in a technical environment
• Excellent analytical and problem-solving skills
• Software and hardware knowledge of computing and storage
• Able to lead resolution activities with escalated customers
• Ability to mentor new agents and contribute to technical action plans

Eligibility

• Educational qualification - Bachelor/Masters in technical field or equivalent experience.
• Tenure in current role/ Job Level - 18 months or more
• Minimum Grade: INT and above

Points to note before you apply:

• To apply for open positions prior to the minimum time requirement, approval of the employee's current manager is required.
• Employees are expected to notify their manager prior to an interview.
• Employees in Performance Improvement Plan are not eligible to apply.

Join us and make your mark!

We offer:

• A competitive salary and extensive social benefits

• Diverse and dynamic work environment

• Work-life balance and support for career development

• An amazing life inside the element! Want to know more about it?

Then let's stay connected!

https://www.facebook.com/HPECareers

Hash Tag

#services, #pns and #zerto #Pointnext

Job: Services

Job Level: Expert

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.