Customer Solution Center Graduate role at Hewlett Packard Enterprise involves resolving technical issues and supporting customers onsite at partner or customer offices.
Your Role
Key responsibilities include:
- Resolve technical hardware and software issues from internal and external business and end-user contacts.
- Respond to service, product, technical, and customer-relations inquiries regarding features, specifications, and repairs.
- Provide support via telephone and e-support, documenting case summaries and resolutions in the Knowledge Management System (KMS).
- Proactively assist customers to reduce problem occurrence and engage team members to meet SLA demands.
- Serve as first point of contact for phone calls and emails, prioritizing and categorizing interactions.
- Respond to automated events from HPE monitoring systems, validate incidents, and enter details into the HPE Incident tracking system.
- Perform diagnostics and troubleshooting on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers, and Storage.
- Identify customer-sensitive situations and escalation management as needed.
- Maintain high customer satisfaction by managing communication and following incidents through to resolution.
- Adhere to ITIL best practices and work effectively with minimal supervision in a fast-paced environment.
About You
The company is looking for:
- Bachelor's degree preferred in Information Technology or Diploma degree holder, graduating in 2024 or 2025.
- Broad knowledge and passion for the IT industry.
- Excellent verbal and written communication skills.
- Technical troubleshooting skills with software and hardware knowledge of computing, storage, and peripheral devices.
- Excellent analytical and problem-solving skills.
- Proficiency with case management databases and tools.
- Superior customer service skills with phone and remote support experience; e-support experience is an advantage.
- Ability to work in a fast-paced, high-pressure environment with flexibility.
- Must be a New Zealand or Australian Citizen or Permanent Residency holder.
Compensation & Benefits
- Comprehensive health and wellbeing benefits supporting physical, financial, and emotional health.
- Flexible work arrangements to manage work and personal needs.
- Inclusive work culture valuing varied backgrounds and individual uniqueness.
Training & Development
- Career development programs to help achieve career goals, including becoming a knowledge expert or applying skills to other divisions.
Career Progression
- Opportunities to stretch and grow within a culture that embraces bold moves and innovation.
This job may close before the stated closing date, you are encouraged to apply as soon as possible
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