Customer Support Engineer (HW) at CDS, an HPE… · NER01 -…

Customer Support Engineer (HW)

Location: NER01 - Winnersh, UK (NER01) · Onsite

CDS, an HPE company ,(CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to HPE customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

CDS is present in 11 European countries with more than 1600 employees and embraces all of HPE’s values and commitments to employees and customers alike.

Job Description

About the Role

We are seeking a highly motivated and customer-focused Resident Engineer to provide dedicated on-site support for customer infrastructure and equipment in a mission-critical environment. The successful candidate will be responsible for hardware maintenance, troubleshooting, system configuration, and ensuring the highest levels of service availability and customer satisfaction.

Working as part of a professional support team, you will play a key role in maintaining operational excellence, resolving technical issues within agreed service levels, and building strong relationships with customer stakeholders.

Key Responsibilities

• Provide on-site hardware maintenance, troubleshooting, repair, and support services on a 24x7x365 coverage model.
• Configure, install, and support system hardware components.
• Assemble, integrate, and validate systems and products to ensure proper operation and performance.
• Perform preventive maintenance activities to identify potential issues before they impact business operations.
• Diagnose and resolve technical incidents efficiently while minimizing downtime.
• Ensure all support tickets and service requests are resolved within agreed Service Level Agreements (SLAs).
• Escalate complex technical issues when necessary and provide regular updates to customers until resolution.
• Deliver technical solutions and support services for designated customer accounts.
• Maintain accurate service documentation, incident records, and technical reports.
• Collaborate with internal engineering and support teams to drive timely issue resolution and continuous service improvement.
• Build and maintain strong customer relationships by understanding business requirements and delivering exceptional service.

Required Skills and Experience

• Experience in hardware break-fix support, datacenter operations, or technical customer support environments.
• Strong troubleshooting and diagnostic skills for IT infrastructure and hardware systems.
• Experience with system installation, configuration, and maintenance.
• Understanding of service delivery processes and SLA-driven support environments.
• Ability to prioritize tasks and manage multiple incidents effectively.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Excellent customer service orientation and commitment to delivering high-quality support.
• Strong interpersonal and relationship-building skills.
• Excellent verbal and written communication skills, with the ability to interact effectively with stakeholders at all levels.
• Ability to work independently while contributing effectively within a team environment.

What We Offer

• Opportunity to work with leading technologies in a customer-facing environment.
• Comprehensive training and ongoing professional development.
• Exposure to complex technical challenges and enterprise-level infrastructure.
• Collaborative and supportive team culture.
• Competitive compensation and benefits package.
• Career growth opportunities within a global technology organization.

If you are passionate about technology, enjoy solving technical challenges, and thrive in a customer-focused environment, we encourage you to apply.

Be challenged. Be inspired. Help us deliver the difference.

At CDS we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.

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https://www.hpecds.com/policies/recruitmentNotice.html

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https://www.hpe.com/us/en/legal/privacy.html

Come to CDS, we are waiting for you!!

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