This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Connected Manufacturing’s Front-Line Support (FLS) Engineer is a member of the technical support team with an exceptional focus on quality customer support. This role encompasses providing technical support to our customers, resolving issues by utilizing widely available resources, and an entrepreneurial spirit. - Providing technical support and maintenance on Connected Manufacturing products - Performing troubleshooting within customer environments focused on the resolution of customer reported issues along with answering product questions raised by customers or partners through our ServiceDesk - Continually prioritizing your workload ensuring customers are kept up to date on the status of their cases following case management best practices - Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner - Escalating issues to the next level of support where you have reached the limit’s of your knowledge and tracking those cases to ensure you continue to learn - Contributing to the development of the customer support organization by participating in regular internal meetings and training sessions - Creating postings to Connected Manufacturing’s forum / knowledgebase that assist consultants with “self-help” troubleshooting and provide answers to common situations / errors - Assisting with maintaining any relevant SOPs for job functions - Other duties as assigned on a project basis Travel Required: This is a remote position. Occasional travel may be required based on customer onsite support needs, milestone delivery or hypercare periods. Qualifications - Previous Technical Support experience - Basic knowledge and experience of Networking, Active Directory, Virtualization and Operating Systems - Basic Knowledge of O365 (Configuration and Administration knowledge desired) - Excellent interpersonal and communications skills - Excellent time management, decision making, prioritization and organization skills - Be a team player, promote a spirit of cooperation and teamwork - Create and maintain technical knowledgebase articles - Welcomes challenging environments to apply specialist skills, maintaining customer confidence - Proven technical diagnostic and problem-solving skills - Good knowledge of ITIL framework - Eager to learn new skills and technologies - A good understanding of cloud technologies and experience supporting products and solutions delivered as a service - Willingness to travel to attend company events or training (if required!) - Available on rotation to participate in our three-shift system for 24/7 cover Requirements - 4+ years of experience in technical support role - Experience related to MES software support - Confidence with technical troubleshooting and problem-solving - Fantastic oral and written communication - Amazing people skills with a zeal to work with customers - Thrive in a fast-paced, constantly evolving, team environment - Experience with Camstar / Opcenter transactions, modelling, and troubleshooting - Experience with Medical Device or Regulated Industry Education - B.S. degree in Information Technology, or Associates degree in Computer Science or related Field (or the equivalent experience) plus a minimum of four-years of related experience Salary Range Salary is commensurate with background, level of experience and job market data for location hired.

Hardware Support Engineer This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention. Management Level Definition: Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues. Responsibilities: - Gather data, perform analysis, and escalate problems to higher-level product support groups and appropriate management when necessary to ensure timely resolution of system or customer issues. - Maintains a high level of customer satisfaction by clarifying customer needs and communicating the needs to HPE. - Responsible for hardware support deliverables and acts as collaborator with the ASM for the technical deliverables. - Performs all types of hardware related tasks including installation, configuration, proactive (firmware), and break fix. - Will escalate issues as needed to HPE account and according to established procedures. - Integrate technical knowledge and business understanding to create solutions for customers. - Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents - Identify potential escalations and alert management proactively - Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility. - Apply HPE solutions to meet moderately complex customer needs within area(s) of technical responsibility - Balance internal needs with customer needs within defined parameters. - May identify additional services that could lead to future service revenue growth. - Build strong relationship with management in assigned accounts Education and Experience Required: - Bachelor's degree preferred or Associate degree holder (technical field) with 2-3 years working experience in related fields desired. - TS/SCI Clearance with specific polygraph required at time of hire - Must be comfortable working on-site M-F at customer location near Salt Lake City Preferred Qualifications - A+ Certification - Security + Certification - 2+ years of technical experience. Knowledge and Skills: - Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends. - Broad knowledge of corporate organization, job, and policies. - Communicate tactfully with diplomacy up to senior management levels within an organization. - Active listening skills and ability to adjust messages to audience level. - Problem-solving skills (proactive, reactive and creative). - Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination. - Provide suggestions for operational efficiencies. Additional Skills: Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more} What We Can Offer You: Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #unitedstates Job: ServicesJob Level: Specialist "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. – United States of America: Annual Salary USD 71,500 - 164,400 in Utah The listed salary range reflects base salary. Variable incentives may also be offered." Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity. Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. No Fees Notice & Recruitment Fraud Disclaimer It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.

• Reviews technical solution articles for accuracy and completeness and gives feedback to the authors. • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team. • Understands and uses sphere of influence extending outside of the department. • Participating in and leads conference calls with customers Knows their audience and articulate accordingly. • Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database. • Validates technical information and issues early warning and disseminates information as needed. • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution. • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues. • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers. • As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required. • Works toward becoming subject matter expert in a particular area or areas. • Mentors and/or coaches less experienced TSEs, help develop and participate in presentations and informal training for other TSEs. • Applies systems analysis techniques and procedures to determine hardware or software systems functionality. • Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments. • Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues. • Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate. • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. • Maintains a "closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status. • Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.

• Provide support to clients for a variety of technology-related issues • Manage hardware deployed at client locations including payment terminals, routers, servers, etc. • Improve client experience with Grant Street Group products • Establish relationships with client’s IT staff • Support employees with laptops, tablets, smartphones, printers, etc. • Support annual client conferences • Collaborate with product owners, business analysts, and system administrators