Technology Solutions Consultant in Prague

Job Description:
As part of the CSC team the Technical Consultant (TC) is responsible for remote handling of
HW/SW complex reactive issue on the ESSN (mainly Storages, ISS, SAN, Networking) product
portfolio for HPE customers. The engineer is responsible for collection necessary data about the
HW/SW problem’s, perform failure analysis and prepare a detailed technical action plan for onsite
repair. For HW type calls it is expected that the TC provides a full list of required spare parts
including replacements or alternate parts shall the primary part be unavailable. TC is also
responsible for checking the existing HPE documentation and knowledge base for known issues
prior to initiating onsite action. All of his/her work is done according to a given SLA based on
customer support agreement or warranty coverage.
Technical Consultant is delivering proactive/complex services to HPE customers remotely and
cooperates with on-site team on precise analysis, preparation, documentation and remote
implementation of customer IT environment checks and measurements. TC is cooperating closely
with TOP customer account teams to support technical solution of incoming complex issue
Technical Consultant responds and communicates to internal and external contacts on a given
workflow case as soon as possible, always within the HPE defined internal OLA's. His/her contacts
are primary Customers, Dispatch agent, On-site engineers, Installation coordinators, MC account
team members, Elevation contacts and Escalation contacts.
Responsibilities:
 Complex HW/SW Incidents analysis and resolution independent on operating systems
 Cooperation with CSC team members, local escalation teams and with higher levels of
support for troubleshooting and solution progress
 Provide high level analysis of customer IT infrastructure and prepare plans the
proactive service delivery for elimination of any identified issue and prevention of
known issues
 Follow customer specific flows or instructions
 Keep HPE customers and delivery stakeholders (on-site engineers, partners etc.)
informed of case status and actions to take
 Actively driving the resolution across all cooperating internal and external teams
 Peer review of unknown or suspect issues
 Elevation of issues to L2 and cooperation with L3 on unknown or suspect issues that
passed peer review
 Escalation of non-standard issues to management
 Actively driving own technical knowledge about new product and technology
 Documentation of all issues in workflow tool in English
 Documentation of new issues in HPE knowledge tool in English
 Maintain alignment with all internal processes relevant to standard full-time job in HPE
 Able and willing to work on 24x7 duty rota
 Adherance to HPE internal OLA's
 Adherance to relevant internal metrics