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Proactive Incident Resolution Professional
hace 3 semanas
Our company, Hewlett Packard Enterprise, is dedicated to delivering exceptional IT services to our customers.
This role is part of our innovative IT services organization, HPE Pointnext, which provides expertise to advise, integrate, and accelerate customer outcomes from their digital transformation.
As an Event Management Engineer, you will provide proactive remote and onsite technical assistance through multiple tools, including SalesForce, ServiceNow, Aruba Private Central, SolarWinds, Nagios, and Sitescope, to guarantee a proper Incident Management end-to-end process.
**Key Responsibilities:**
- Monitoring customers' environments using all available tools
- Acknowledge alerts and incident creation based on priority, impact, and urgency
- Keep auto-in and team phone lines available for customers to directly reach us in case of urgent matters
- Evaluate functionality of working tools to ensure proper work and tasks are done within business standards
- Create incidents and service requests based on event management needs
- Resolve incidents and service requests within your 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 customer management
- Follow ITIL processes for each customer
**Requirements:**
- English language proficiency: intermediate to advanced
- Experience in troubleshooting in a technical environment
- Excellent analytical and problem-solving skills
- Knowledge of software and hardware computing, storage, and peripheral devices
- Advanced proficiency with case management databases and tools
- Superior customer service skills
- Phone and remote support experience
- E-support experience and knowledge
- Understanding of the customer as an advocate
