Expert Solutions Architect

1 week ago


Auckland, Auckland, New Zealand Hewlett Packard Enterprise Development Lp Full time

About Hewlett Packard Enterprise
Hewlett Packard Enterprise is a leading 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 are located.
We have a culture that thrives on finding new and better ways to accelerate what's next. Our diverse backgrounds are valued and succeed here. We offer flexibility in managing our work and personal needs. We make bold moves, together, and are a force for good.

Job Description:
The Platform Lead holds expert-level knowledge in their domain and is responsible for their nominated platform. They'll work with assigned onshore and offshore teams to manage the platform, plan operational works, and ensure they are completed as scheduled to maintain the highest level of reliability and availability of the platform.

Responsibilities:
• Resolve technical issues (hardware and software) from incoming internal or external business contacts and end-user notifications systems
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical)
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
• Ability to lead large, cross-divisional teams or projects
• Ability to act as a mentor, guide, and leader to other employees
• Ability to recommend, develop, and participate in developing strategy
• Ability to act independently, as part of a team or as a team leader and exercise independent judgment
• Ability to articulate clearly, recommend, and explain resolutions to external customers/clients
• Understand, utilize, and share knowledge of ITIL

Education and Experience Required:
Advanced University degree: post-graduate degree (i.e., Master of Arts/Science, MBA, etc.). Typically 1-2 year completion beyond first level University degree or equivalent experience. 7+ years experience in relevant technologies and customer environments. Relevant industry qualification where applicable.

Knowledge and Skills:
• Excellent verbal and written communication skills in English
• Advanced troubleshooting skills in a technical environment
• Excellent analytical and problem-solving skills
• Advanced Software and hardware knowledge of computing, storage, and peripheral devices
• Specific knowledge and training with the company's products
• Advanced proficiency with case management databases and tools
• Superior customer service skills
• Phone and remote support experience
• E-support experience, knowledge, and resolution ability
• Ability to solve and document solutions for usage of other technicians and customers
• Ability to train peers and new agents on job-related material
• Ability to take full ownership for resolution with escalated customers
• Ability to initiate and lead technical action plans
• Lead or provide expertise to cross-functional teams or projects
• Exceptional depth of knowledge on one or more highly complex solutions

What We Can Offer You:
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial, and emotional wellbeing. We invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.



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