Customer Solution Center Graduate

Customer Solution Center Graduate This role has been designed as 'Hybrid' with a requirement 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.

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.

Required: Bachelor's degree preferred or Diploma degree holder. Completion in 2025 / 2026 Role Start Date February 2027 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.