IT Onsite End User Support Engineer

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 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.

Qualifications:
• Bachelors Degree in Computer Science, Business Administration, Information Systems, Electrical Engineering, is required.
Desired:
• Desired: 1 – 5 years in a corporate Information Technology department providing end user support over a wide range of end user environments.
• Experience with multiple infrastructure environments and understanding their relationships (e.g. operating system, hardware, data center, security, network, voice, mobile devices, end user and server / web related applications).
• Hardware certification such as A+ or equivalent
• Microsoft certification(s) – MCSA Windows 7 or Windows 8
• Network certification such as CCNA, CCNP or equivalent

The Global Information Technology (Global IT) team is part of the broader Technology & Operations organization. It is responsible for HP’s internal IT strategy and all of its IT assets that support HP employees and help drive strategic company priorities. This includes worldwide application development, the company’s private cloud, IT security, data management, technology infrastructure, and telecommunication networks.

Responsibilities:
• Direct Face-to-Face customer support.
• Participates as a member of an IT technical support and customer service team.
• Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts.
• Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.
• Provides end-user support across all end user services provided by HPIT.
• Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all HPIT client provided services.
• Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support.
• Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services.
• Partners, as required, with members of a given team or other HPIT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified.
• Identifies potential escalations and proactively alerts management as needed.
• Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
• Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk.
• Ensures configuration and inventory management database entries are complete and accurate.
• Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.