IT Customer Support Engineer-1080182

Employer: Hewlett Packard Enterprise
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
  • Abroad
  • nationwide
    Updated at: 30.04.2021
    Short company description

    At Hewlett Packard Enterprise, our ideas propel our world faster. We’re an industry-leading technology company. And we’re accelerating everything we do. With the industry’s most comprehensive portfolio, our technology and services help transform our customers around the world to become more efficient, more productive and more secure. They enable our customers to go further. And our employees to develop, learn and advance their careers. Ready to change the world? No one’s doing it faster.
    Mission: We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.

    Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.


    About you:
    You have a Bachelor’s/ Master degree and/or equivalent experience or Associate degree holder (technical field) with 4-6 years working experience in related fields desired.

    You are well versed in core technical competencies (OS, networking, Cloud technologies).
    You have experience in cyber security, being able to perform audits, implement detection measures and suggest improvements
    You can communicate effectively and tactfully to technical level, first- and middle-level management within an organization.
    You have excellent verbal and written communication skills in English and Portuguese is mandatory.
    You have strong experience in troubleshooting in a technical environment.
    You have excellent analytical and problem solving skills.
    You are familiar with cloud technologies (AWS ; Azure ; GCP)
    Advanced proficiency with case management databases and tools.
    You have superior customer service skills.
    You have active listening skills and ability to adjust messages to audience level.
    You have problem-solving skills (proactive, reactive and creative).
    You have a Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation.


    IT Customer Support Engineer

    Job Description:

    Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world.

    Our Communications & Media Solutions (CMS) business brings digital transformation expertise of over 30 years to telecommunications and media companies. We help communication service providers solve their most pressing business problems every day. We are driven to innovate, delivering solid solutions to an industry in constant transformation. We believe in the power of collaboration and building long term relationships with our telecommunication customers and partners. Act – Innovate – Partner are the values we live by.

    Sounds like you? Then we have the right opportunity - we are looking for a IT Customer Support Engineer to join us! In this amazing role, you will be primarily responsible for the operation of CMS As a Service solutions according to Service Descriptions and Customer commitments during the period that they are on shift.

    You are able to suggest operational efficiencies.

    How you’ll make your mark:
    You will 24x7 eyes on glass on Application/Cloud Monitoring
    You will proactive Monitoring and Management with Cases also received from Customer or Project Teams via standard Support Interfaces
    You will deploy Patches or Configuration Changes as per Support process and R&D recommendation
    You will owns the operational process and maintains up to date documentation
    You will be responsible for all 3rd party application management that are part of CMS ‘as a service’ product
    You will create and deliver to customers on a monthly basis, the performance, capacity and consumption reporting as part of the agreed governance, enabling proper customer invoicing
    For all CMS products ‘as a service’ hosted on the Public cloud (ie. AWS), the SaaS Operations engineer’s responsibility is to ensure the operations & monitoring of the Public Cloud to assure the SLOs committed to the customer, liaising all the necessary processes with the cloud provider.
    You will perform product SW upgrades to the latest version released by R&D seamless, automatic and with no service disruption to the customer, taking advantage of the CI/CD framework
    You will create Playbooks/Runbooks in close collaboration with R&D with required steps and actions to successfully respond to specific incidents, with a simple step-by-step, top-down approach to implement the appropriate response to incidents
    You will be responsible for the Backup & Restore policy for both Public & Private cloud, ensuring periodic audits to the respective Runbooks

    Other info

    What we can offer you:
    Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.
    If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal.

    Join us and make your mark!
    Find out more about us and follow us on:

    HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. #CMSEMEA


    Job Level:

    Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

    HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.