IT Service Advisor

Service Advisor

Service Advisor

  

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

Who We Are:

Hewlett Packard Enterprise is the 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 live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you

8+ years of experience in working on Active Directory and 6+ years of experience in Windows Administration, , MS cluster Administration, Networking, Performance Tuning, Patch Management, Windows Upgrades into production environment, including customer facing or customer support roles. The primary function of support consultants is to provide in-depth technical and technological expertise in their areas of focus, so that we can develop a genuinely customized solution for every customer. working at highest level with customers and managing large projects. Need to be flexible to work in shifts and work from Office.

What you’ll do:

The Complete Care Service Advisor has different responsibilities for the Complete Care basic and Complete Care entry experience levels. These responsibilities may include:

Service Implementation Management (geo dependent)

In some geos the Service Advisor takes the following steps upon being assigned to a project:

• Verify the support agreement, contact Customer Ops for issues.
• Validate the experience level, contact Geo Category Manager for concerns.

Customer Onboarding

During customer onboarding, the Service Advisor participates in internal and customer kick-off meetings, learns about the customer’s IT environment and goals, introduces the customer to HPE SC (including Service Credits administration), sets up critical events in SFDC, stores customer documents according to HPE document storage retention guidelines, and completes other activities as detailed in the DC Startup Checklist.

Capacity Review

Service Advisor will prepare and deliver the regular Capacity reviews to customers.

Inventory Management

At the beginning of the HPE Pointnext Complete Care service support coverage period, the assigned Service Advisor will develop an inventory of all of the hardware products covered under the Customer’s HPE Complete Care service environment and document this in a HPE Complete Care Inventory Workbook. The Service Advisor will work with the customer, ASM (if applicable), and Sales to help manage changes and maintain an accurate inventory through the life of the HPE Complete Care service support coverage period.

Incident Reviews (Complete Care basic)

The Service Advisor leads the semi-annual Incident Review, providing reactive support call information for products covered under CC Add-on Services.

Service Planning and Review

Service Advisor will collaborate with the ASM (if applicable) to prepare and deliver the regular Service Planning and Reviews.

Operational Assistance

The Service Advisor provides basic assistance related to the consumption of the service features, including HPE SC usage, credit management, service scheduling, HPE education planning and registration.

HPE Service Credits

The Service Advisor educates the customer about administering their Service Credits on HPE SC. The Service Advisor coordinates with ASM (if applicable) on planned credit usage as part of Account Support Planning. Upon request, the Service Advisor facilitates consumption of Service Credits for services on the credit menu. For customers’ requests that cannot be fulfilled using the credit menu and require a custom solution, the Service Advisor should use the Service Credits Solution Hub.

Account Support Planning

The Service Advisor is responsible for either creating and maintaining (entry) or supporting the creation and maintenance of (basic) the Account Support Plan (ASP), depending on service experience level.

Service Planning and Review

The Service Advisor either conducts (entry) or contributes to (basic) semi-annual Service Planning and Review meetings to ensure customer alignment, realize value, articulate the added value of proactive services, and accelerate contractual delivery efforts. The Account Support Plan provides a framework and template for having value-based discussions with the customer.

What you need to bring:

• Ability to develop meaningful relationships, network, rapport and trust in a model where customers are located in different geographies
• Written and verbal communication, presentation, and persuasion skills; mastery in English
• Ability to work in a dynamic environment, manage multiple priorities and focus on top goals
• Self-starting with desire to learn quickly and develop skills
• Collaborative and team player
• Data analytics and trend analysis
• Proficient in Microsoft Office suite of tools (Excel, PowerPoint, Word, Skype, Teams)
• Knowledge of project management methods
• Knowledge in server, network and storage technology
• Ability to analyse trends and make customer solution-oriented recommendations
• Experience in understanding the process of hardware replacement, firmware upgrades and installing patches
• Portfolio knowledge
• HPE Complete Care  & HPE GreenLake

Additional Skills:

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 (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

What We Can Offer You:

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.

Unconditional Inclusion

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

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Expert

    

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO 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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.

Experience Level

Senior Level