Federal IT Call Center Technician (TS/SCI, Full Scope Poly) San Antonio, TX - Hewlett Packard Enterprise Company

Federal IT Call Center Technician (TS/SCI, Full Scope Poly) San Antonio, TX

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

   

Summary

Typical responsibilities include:

Assisting and supporting end-users with technical issues and questions related to hardware – compute, network and storage systems via multiple support channels including ServiceNow and Jira tickets, phone, email, chat sessions, and other communication methods available.

Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles.

Internal facing to create, track and escalate tickets to pull in engineers to solve customer challenges.

Order and track replacement parts.  Maintain spare parts inventory.

Success will be measured through satisfactory attainment of customer service level agreements.

US Citizenship required.

Clearance: TS/SCI with Full Scope Poly clearance required.

On-Site, Shift Work, (3 shifts available, 1st, 2nd, 3rd)

Not a remote role

Responsibilities:

• Ability to effectively communicate and answer customer inquiries.
• Breakfix Troubleshooting required
• Provide exceptional customer service and resolutions in a time-efficient manner.
• Excellent problem-solving skills.
• Active listening and strong communication skills.
• Ability to adapt and work well in a call center environment.
• Resolve customer challenges and provide accurate and definitive information
• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Flexibility to work on call/rotation if required

Knowledge and Skills:

• Direct, call center experience, 2+ years.
• Fluent in English, both written and verbal.
• Technologically savvy, excellent use of systems.
• Quick learner.
• Excellent communication skills, verbal and written.
• Experience with ServiceNow, Nlyte and Jira a big plus
• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.

Education and Experience Required:

• US Citizen, TS/SCI Security Clearance with Full Scope Poly Required
• Bachelor's degree preferred or Associate degree holder (technical field)
• 2 to 3 years working experience in related fields preferred.
• High School Diploma required.

#federalcleared

#unitedstates

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

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.

Personal & Professional Development

We also 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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

#unitedstates

#technologyandsoftware

Job:

Services

Job Level:

Expert

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $86,000.00 - $198,000.00

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

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. .