Engineering Resolution Team Engineer Graduate

Job Description:

Job Family Definition

Customer Solution Centers consist of teams that provide customer access, pre-sales, post-sales, technical support, and service delivery. Technical teams resolve business systems, infrastructure, and application issues for customers, onsite engineering personnel, and Authorized Service Providers across standard, specialized, and complex systems.

This position is based in an engineering laboratory and focuses on hands-on technical investigation, testing, troubleshooting, and resolution of hardware, software, configuration, and system-integration issues.

Management Level Definition

Applies intermediate subject-matter knowledge to resolve a variety of common and moderately complex technical issues. Works independently within established practices, procedures, and policies. Analyzes information, evaluates unique circumstances, recommends appropriate actions, and engages additional technical resources when required. Provides informed team input and limited project-direction support.

Responsibilities

· Investigate, reproduce, troubleshoot, and resolve hardware, firmware, configuration, interoperability, and system-integration issues in an engineering laboratory.

·Set up, configure, test, and troubleshoot computing, storage, networking, peripheral, and related infrastructure systems.

·Analyze customer and field reported issues using logs, diagnostic tools, test results, product documentation, and laboratory resources.

·Develop and execute test plans to isolate faults, identify probable root causes, and validate corrective actions.

· Evaluate unique or complex installations, configurations, and system interactions and recommend appropriate resolutions.

· Validate workarounds, replacement components, firmware updates and configuration changes before recommending implementation.

· Perform approved component replacement, system rebuilds, reconfiguration, and other hands-on diagnostic activities.

· Respond to service, product, technical, and customer support questions regarding features, specifications, repairs, current and discontinued products, parts, and options.

· Provide support in accordance with applicable customer entitlement, including warranty, support contract, and mission-critical service coverage.

· Proactively identify recurring issues and recommend actions to prevent or reduce future problems.

· Maintain accurate and timely case records in approved case management and engineering systems.

·Document test conditions, system configurations, troubleshooting activities, root-cause findings, corrective actions, and validation results.

· Add validated case resolutions, procedures, and technical findings to the Knowledge Management System (KMS).

· Escalate suspected product defects, documentation gaps, recurring issues, and other concerns through established processes.

·Engage engineering, field service, technical support, service delivery, and Authorized Service Provider teams as required.

·Coordinate activities to support applicable service-level agreements, quality standards, escalation requirements, and customer commitments.

·Communicate technical findings, recommendations, and status updates clearly in writing and verbally.

· Represent the company professionally during approved customer-site visits, industry conferences, trade shows, vendor meetings, or technical reviews.

·Develop effective partnerships with and provide technical support to the Sales Pursuit team.

·Advocate for customer needs while balancing technical feasibility, service entitlement, security, safety, policy, and business requirements.

·Contribute to improvements in laboratory methods, troubleshooting processes, diagnostic tools, technical documentation, and customer-resolution quality.

Education and Experience Required

·Vocational or technical certification, apprenticeship completion, associate degree, or equivalent practical experience.

·Experience in laboratory engineering, technical support, infrastructure support, systems engineering, field service, hardware troubleshooting, or a related technical environment.

·Experience setting up, configuring, testing, and troubleshooting computing, storage, networking, operating-system, or peripheral technologies.

·Relevant industry certifications or technical qualifications, where applicable to the assigned technology portfolio.

Knowledge and Skills

·Demonstrated experience troubleshooting technical issues in a laboratory, engineering, infrastructure, or technical support environment.

·Working knowledge of computing, storage, networking, operating systems, peripherals, and related infrastructure.

· Ability to build, modify, test, and restore laboratory configurations accurately and safely.

·Ability to develop test plans, interpret test results, and document repeatable technical findings.

·Strong analytical, root-cause analysis, and problem-solving skills.

·Proficiency with diagnostic tools, test equipment, system logs, monitoring utilities, and technical documentation.

·Proficiency with case-management, engineering documentation, laboratory asset, and knowledge management systems.

·Strong written and verbal communication skills.

· Ability to explain technical findings and recommendations clearly to technical and nontechnical audiences.

·Ability to prioritize multiple investigations and manage work according to established timelines.

·Strong customer service and customer relationship skills.

·Ability to collaborate effectively with engineering, support, field service, service delivery, sales, and business teams.

·Ability to communicate effectively in the language is required for the assigned customer population or market.

·Ability to follow applicable laboratory equipment handling, security, environmental, and safety procedures.

Working Conditions

· Regular presence in the engineering laboratory is required.

· The role may involve working with servers, storage systems, networking equipment, electronic components, racks, cabling, powered equipment, and other technical hardware.

· The position may require standing, walking, reaching, bending, and handling technical equipment within established safety and equipment handling limits.

· Occasional travel, customer-site visits, vendor meetings, industry events, or technical reviews may be required, depending on business needs.

The role requires the ability to perform its essential functions, with or without

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

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.

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