SPG Call Center Team Member, (Clearance Required,… at Hewlett… · San…

Summary: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. They are seeking a SPG Call Center Team Member who will provide on-site technical support and customer service, ensuring high levels of customer satisfaction and managing complex customer accounts. Responsibilities: - Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups - Integrate technical knowledge and business understanding to create solutions for customer - Mentor/consult with team members, other organizations, customers, and vendors on complex issues - Act as a consultant in service delivery business, technology, industry or specific application - Resolve technical and some business incidents independently - Mentor/assist less-experienced team members on complex incidents - Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends - Review support plan for business indicators and map to company service solutions - Develop and grow assigned customer account relationships with complex and strategic accounts - Act as trusted advisor in the consultant role for customer and company sales teams - Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions - Provide suggestions for operational efficiencies - Create and deliver Value Based Delivery (VBD) account plans for assigned accounts - Lead Customer Expectation management as part of escalation process - Give inputs to operational methods and programs that may affect the business management strategy in a geographic area Required Qualifications: - US Citizenship required - Clearance required: TS/SCI with Full Scope Poly - Must be available to work on-site daily. This is not a remote role - Working knowledge of Level 1 (L1) IT support processes, including incident management, ticket triage, categorization, prioritization, and escalation - Familiarity with IT service management (ITSM) platforms such as ServiceNow, Jira, and Salesforce for ticket creation, tracking, and reporting - Basic understanding of IT hardware and network fundamentals (LAN/WAN, VPN, DNS, TCP/IP, firewalls, connectivity troubleshooting) - Ability to operate within and follow strict protocols in air-gapped and secure network environments - Experience monitoring alerts across multiple systems, dashboards, email queues, phone lines, and chat platforms simultaneously - Strong attention to detail with the ability to accurately document technical information and customer interactions - Ability to follow established Standard Operating Procedures (SOPs) and escalation matrices - Excellent verbal and written communication skills with a professional phone presence - Strong organizational skills with the ability to manage multiple tickets and competing priorities in a fast-paced environment - Critical thinking and problem-solving skills to perform initial troubleshooting and determine appropriate dispatch actions - Ability to work independently as well as collaboratively within a team-oriented operations environment - Bachelor's degree preferred or Associate degree holder (technical field) with 1-3 years working experience in related fields desired Required Skills: Level 1 IT Support, Incident Management, Ticket Triage, Ticket Categorization, Ticket Prioritization, Ticket Escalation, IT Service Management Platforms, ServiceNow, Jira, Salesforce, IT Hardware Fundamentals, Network Fundamentals, LAN/WAN, VPN, DNS, TCP/IP, Firewall, Connectivity Troubleshooting, Air-gapped Network Operations, Secure Network Environments, Monitoring Alerts, Standard Operating Procedures (SOP), Escalation Matrices Benefits: Health & Wellbeing, Personal & Professional Development, Unconditional Inclusion