Field Technical Support

Who We Are

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.

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre‑sales, post‑sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.

Provides direct post‑sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations.

May seek advice in order to make decisions on complex business issues.

• Gather data, perform analysis, and escape problems to higher‑level product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues.
• Maintains a high level of customer satisfaction by clarifying customer needs and communicating the needs to HPE.
• Responsible for hardware support deliverables and acts as collaborator with the ASM for the technical deliverables.
• Performs all types of hardware related tasks including installation, configuration, proactive (firmware), and break fix.
• Will escalated issues as needed to HPE account and according to established procedures.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross‑technology incidents.
• Identify potential escalations and alert management proactively.
• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
• Apply HPE solutions to meet moderately complex customer needs within area(s) of technical responsibility.
• Balance internal needs with customer needs within defined parameters.
• May identify additional services that could lead to future service revenue growth.
• Build strong relationship with management in assigned accounts.

• Bachelor’s degree preferred or Associate degree holder (technical field) with 2‑3 years working experience in related fields desired.
• TS/SCI Clearance with specific polygraph required at time of hire.
• Must be comfortable working on‑site M‑F at customer location in Fort Meade, MD.

• A+ Certification.
• Security+ Certification.
• 2+ years of technical experience.

• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market…