The primary responsibility of theLevel 1.5 Complex Environment Support Engineer (CES)is to manage customer cases to a satisfactory resolution. The work is predominantly in the areas ofcompute, storage and networkhardware platforms, operating systems, subsystems and products operating on these systems. TheCES Engineeris the firstand secondlevel of technical support to the customers. On receipt of a service request theCESengineerresearchesfor 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 theCESEngineer is responsibleto collaboratewithCESandL3engineers within his technology area as well as other involved parties.

Job specifics/responsibilities:

• Timely responds to customers via phone/mail/web. Logscase, providesinformation & troubleshootsto solve customer problemaccordingcompany KPIs for the business

• Manages customer expectations by taking intoconsideration the entitlementand identifies customer problems

• Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership

• Collaborates with peers as well as withL2Engineersand L3 Engineersfrom 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 resolutionsof newissues 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

• Iscompliant 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 ofCustomer Satisfaction Index

• Commitments are mettimely with high quality

• Goodknowledge of products and processes

• AccurateCase management

• Diagnosis accuracy

Working relationships:

Internal:

• GTS Sofia teams

• Other HPE teams

External:

• HPEcustomers

• HPEPartners and service providers

Education (degree) and professional experience required

• Universitydegree

• Professional experience: ideally2-3years’ experience inCESservice and support

Other requirements:

• Very good language skills in English

• Excellent language skills in German/Russian/Italian/Spanish/Polish/Romanian  (if team is supporting German/Russian/Italian/ Spanish/ Polish/Romanian speaking clients) 

• Project management skills

• Presentation skills

• Ability to properly maintain technical documentation

• Ability to work with business processes

• Excellent Business Process Knowledge

Personal skills and qualities:

• 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 eagerto share and acquire knowledge

• Analytical and problem-solving skills

• Time management skills and working with tough deadlines

• Ability to work under pressure

• Ability to handle multiple tasks at the same time and ability to prioritize

Technical skills (procedures and documents the employeehas tobe acquainted with):

• Advanced ITknowledge

• HPEProduct lines advanced knowledgeis an advantage

• Customers (Internal/External) Service Request Handling

• MS Office tools