Customer Technical Support

hace 3 semanas

Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

This team will be responsible to monitor incoming electronic alert received from the customer IT infrastructures and react in a proactive way upon those alerts following Standard Operational Procedures to restore or mitigate possible incidents or disruption in the customer IT environment being monitored.

**In a typical day as a Customer Technical Support you would**:**
- Create Incident and SR based on event management needs.
- Resolve Inc/SR within level of expertise.
- Follow up cases to ensure SLAs are met within targets for each customer and avoid unnecessary backlogs.
- Deliver daily reports about certain technologies to the customer management.
- Follow up and adhere to ITIL processes for each customer
- Monitoring customers environment using all GMS available tools:

- **ServiceNow**:Acknowledge alerts and incident creation based on Priority, Impact and Urgency.
- **PHONE**: Keep auto-in and Team's phone line available for the customers to directly reach us in case or urgent matters.
- **ITSM**: Ensure functionality of working tools to allow proper work and task are done within business standards.- Prepares and maintains technical documentation to assist with operation, maintenance, and development of the monitoring- Identifies critical business transactions and implement tools to managing alert and response
- Identifies opportunities for streamlining processes through automation- Create systems for error handling, and logging**If you are**
- Good at partnering, innovating, and making things happen. You are aligned to our core values
- First Level University degree in IT career
- 2+ years experience in customer service with a focus on IT services environments
- Advanced English level: Excellent verbal and written communication skills.
- Experience in troubleshooting in a technical environment.
- Excellent analytical and problem solving skills.
- Superior customer service skills.
- ITIL v3 Certification / Technical Certification, Bch IT/Systems engineering is preferred
- Phone and remote support experience. E-support experience and knowledge.
- Understand the customer to be an advocated for the customer.

We offer:

- A competitive salary and extensive social benefits
- Diverse and dynamic work environment
- Work-life balance and support for career development
- An amazing life inside the element Want to know more about it?

Then let’s stay connected

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

1125704

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office

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