Hewlett Packard Enterprise

Senior Software Support Engineer
Senior Software Support Engineer
At Hewlett Packard Enterprise (HPE), we live by three core values that drive our business: Partner. Innovate. Act. These values combine to help us create important work all over the world to advance how people live and work and to help our customers achieve their business outcomes

HPE’s Global NonStop Solution Centre (GNSC) provides global, mission critical customers with a single point of contact for all hardware and software inquiries or service requests relating to HPE’s NonStop platforms. The GNSC never closes, operating in 3 geographies under a follow-the-sun model, thereby creating a global virtual team that services over 3000 mission critical systems worldwide.

Depending on the time of day, customers instantly receive remote technical assistance via a fully staffed center that is ready for the most demanding and complex issues.

We are seeking for an Senior Software Support Engineer to join our software support team whose primary responsibility is to respond to and resolve software issues reported by a global customer base. The work is predominantly in the areas of NonStop platforms, operating systems, subsystems and products operating on these systems. On receipt of a service request the engineer researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed time frames. Qualification of complex software cases will involve troubleshooting, diagnosis and route cause analysis.

Job specifics/responsibilities:

Responds to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs based on customer entitlement
Develops strategies and procedures to improve performance of customer environments.
Performs root cause analysis and provide post incident reports.
Applies subject matter knowledge to solve complex technical problems
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
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
Timely escalation or involvement of Engineering when the case is complex
Achieves personal goals assigned by the direct manager
Works collaboratively with other team members to achieve team goals
Participates in projects for process or quality improvements
Manages multiple tasks or cases simultaneously autonomously
Active and self-paced improvement of technical and business process knowledge
Keeps documentation as per requirements
Meets the deadlines and keeps to the service level agreements
Is compliant with all internal rules, policies and procedures
Encourages outstanding team morale and maintains highest ethical standards

Degree in Computer Science or related area of study
Typically 5+ years of experience in a Customer Support function
Fluent in written and verbal English
Fluent in at least one additional European language (German, Spanish, Dutch, French or Italian) is a great advantage
Knowledge in multiple technologies:
Programming languages (C, C++, Cobol, pTAL, Java)
Databases (SQL)
Concepts of Local area Networking (TCP/IP, Switches, Routers)
NonStop Product lines knowledge is an advantage
Customers (Internal/External) Service Request Handling
Business Process Knowledge
Advanced knowledge of the main work Tools
MS Office tools
Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
Excellent oral and written communications skills
Positive attitude towards team members, customers and partners.
Capable of being self-managed, and a team player, quality conscious, efficient, flexible and eager to share and acquire knowledge.
Analytical and problem-solving skills
Time management skills and working with tough deadlines
Ability to properly maintain technical documentation
Ability to work with business processes
Ability to work under pressure
Ability to handle multiple tasks at the same time and ability to prioritize
We offer a challenging role including:

Continuous learning and technical training opportunities
Unlimited access to courses in a wide variety of technologies and disciplines (Lynda)
Great opportunity for professional development in the IT field
Part in a team that has established itself as a preferred partner for Hi-tech Services & Support
Competitive remuneration package
Medical insurance
4 days additional paid leave (total:24 days)
Food vouchers
Opportunity to use free parking
Life insurance
Wellness program
HPE badge program including various discounts for products and services
Work-life balance program including free legal, financial and psychological consultations

Thanks for taking the time to review our job, if you think it is a match to your experience and interests, please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job, please refer them. Please bear in mind that only shortlisted candidates will be contacted.
Изисквания към кандидата
Образование: Бакалавър

Езикови познания:
Английски език

Трудов опит:
С професионален опит над 3 г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Експертен персонал без ръководни функции

ИТ и Компютърни специалисти
Населено място:
Гр. София
ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9
Hewlett Packard Enterprise
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за Hewlett Packard Enterprise може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

Оферти от категорията

Оферти от работодателя
На работа с
    Сайтът предлага лесен и бърз достъп до близо 266 667 автобиографии и 41 602 работодатели. Чрез по-добрите менюта за работа, както и с повечето функции, които предлага, Rabota.bg доближава Работодатели и Кандидати като улеснява връзката между тях.