StoreOnce Support Engineer

StoreOnce Support Engineer 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.

The primary responsibility of the   Level 1.5 StoreOnce Support Engineer   is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas of   compute , storage and network   hardware platforms, operating systems, subsystems and products operating on these systems. The   StoreOnce Support Engineer is the first   and second   level of technical support to the customers. On receipt of a service request the   StoreOnce Support Engineer researches   for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer.  In all cases where a problem gets complex the   StoreOnce Support Engineer is responsible   to collaborate   with   StoreOnce Support Engineer and   L 3   engineers within his technology area as well as other involved parties.      Job specifics/responsibilities:   Timely responds to customers via phone/mail/web. Log s   case, provide s   information & troubleshoot s   to solve customer problem   according   company KPIs for the business   Manages customer expectations by taking into   consideration the entitlement   and identifies customer problems    Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership   Collaborates with peers as well as with   L2   Engineers   and L3 Engineers   from all Departments     Timely elevates and/or escalates to next level when the case is complex    Participates in projects for process or quality improvements   Manages multiple tasks or cases simultaneously with minimal supervision   Actively captures resolutions   of  new   issues and documents them in the respective data base   Acts as a first point of contact for Engineer I and Staff Engineer for guidance on technical and business process issues   Keeps documentation as per requirements   Meets the deadlines and keeps the service level agreements   Achieves personal goals assigned by the direct manager    Works together with other team members to achieve team goals   Is   compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager     Key deliverables/accountabilities:   Excellent scores of   Customer Satisfaction Index   Commitments are met   timely with high quality   Good   k nowledge of   products and processes    Accurate   Case management   Diagnosis accuracy      Working relationships:   Internal:   GTS Sofia teams   Other HPE teams       External:   HPE   customers   HP E   Partners and service providers     Education (degree) and professional experience required   University   degree   Professional experience: ideally   2 - 3   years’ experience in  StoreOnce