IT Infrastructure Expert

Technical Solutions Specialist

This position is based at HPE offices and involves working primarily from there.

We are a global edge-to-cloud company driving innovation. We connect, protect, analyze, and act on data and applications anywhere, from edge to cloud. This enables our customers to turn insights into outcomes in today's complex world. Our culture focuses on accelerating what's next by finding new ways. We value diverse backgrounds and support work-life balance.

In the Chief Technology Office, we lead innovation and technology roadmaps for all of our company. This includes managing the design, development, and product portfolio of our next-generation cloud platform, Green Lake. We collaborate with customers to reimagine their IT needs, delivering simple solutions that drive business results.

• Take ownership of customer issues reported and resolve them completely.
• Diagnose, troubleshoot, and identify solutions to resolve system and operating system issues.
• Follow standard procedures for proper escalation of unresolved issues to internal teams.

• Provide assistance to customers using IT operations platforms.
• Diagnose and troubleshoot product issues/questions and help customers use products effectively.
• Resolve product issues and respond to customer inquiries.
• Communicate clearly via email and phone, providing instructions and technical manuals.
• Build trust with customers by providing timely and accurate solutions.
• Ask targeted questions to understand problems quickly.
• Guide clients through troubleshooting steps via phone, email, or chat until resolution.
• Escalate unresolved issues appropriately (e.g., to software developers).
• Provide prompt and accurate feedback to customers.
• Use internal databases and external resources for technical solutions.
• Log all issues properly and document technical knowledge in notes and SOPs.

• Minimum 3 to 5 years of experience in IT solutions.
• A degree in Computer Science, IT, or Software Engineering, with understanding of remote infrastructure.
• Certifications like Microsoft, Cisco, Linux are a plus.
• Proven experience as a Technical Support Engineer, Help Desk Technician, or similar role.
• Basic knowledge of Windows, Linux, or Mac OS environments.
• Ability to research and identify solutions to reported issues.
• Ability to diagnose and troubleshoot technical issues, including setup and configuration.
• Ability to prioritize and manage multiple issues simultaneously.
• Willingness to work in shifts (24x7).

• Understanding of infrastructure domains—servers, networks, cloud, and other tech products.
• Ability to troubleshoot Level 1 technical issues.
• Familiarity with monitoring, alerting, and helpdesk software (e.g., Salesforce, Jira).
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical assistance, both written and verbal.

We provide comprehensive health and wellbeing benefits, invest in your personal and professional growth through tailored programs, promote unconditional inclusion, and encourage you to stay connected through social media channels.

This job posting is active and accepting applications.