Field Technical Support

📍 Job Overview

• Job Title: Field Technical Support
• Company: Hewlett Packard Enterprise
• Location: Santiago, Región Metropolitana, Chile
• Job Type: Hybrid (2 days per week in-office)
• Category: Technical Support, Customer Service
• Date Posted: 2025-06-25
• Experience Level: Intermediate (2-5 years)
• Remote Status: On-site/Hybrid

🚀 Role Summary

• Key Responsibilities: Provide on-site technical support for customers, ensuring high levels of satisfaction. Resolve technical incidents independently and collaborate with team members to address complex issues.
• Key Skills: Technical support, problem-solving, communication, active listening, technical knowledge, customer relationship management, teamwork, change management, creativity, critical thinking, empathy, growth mindset, accountability, design thinking, and client expectations management.

💻 Primary Responsibilities

• Technical Support: Provide direct post-sales systems on-site technical support for customers, ensuring clear business and technical solution alignment, and clarifying customer needs.
• Incident Resolution: Resolve routine in-scope technical incidents independently and work with team members to resolve more complex incidents.
• Customer Satisfaction: Maintain high levels of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs, and meeting them.
• Relationship Building: Build relationships with management in assigned accounts and set expectations with customers based on defined parameters.
• Customer Expectation Management: Participate in customer expectation management as part of the escalation process.

🎓 Skills & Qualifications

Education: Bachelor's degree preferred or Associate degree holder (technical field) with 2-4 years of working experience in Systems Engineering.

Experience: 2-4 years of experience in Systems Engineering, with a focus on technical support and customer service.

Required Skills:

• Basic knowledge of company products and services offerings
• Communicate effectively to technical level and first-level management within an organization
• Active listening skills and ability to adjust messages to audience level
• Problem-solving skills (proactive, reactive, and creative based on clearly defined procedures)
• Conceptual understanding of IT environments
• Intermediate to advanced English proficiency
• Knowledge of NonStop technology

Preferred Skills:

• Basic knowledge of company products and services offerings
• Accountability, accountability, active learning, 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, long-term planning, managing ambiguity

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range: Not specified. Research shows that the average salary for a Field Technical Support role in Santiago, Chile, is around CLP 3,500,000 - 4,500,000 per year (USD 5,000 - 6,500).

Benefits:

• Health & Wellbeing: Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Personal & Professional Development: Specific programs catered to helping team members reach career goals.
• Unconditional Inclusion: Flexible work arrangements, unconditional inclusion, and a focus on individual uniqueness.

Working Hours: 40 hours per week, with 2 days per week required in the HPE office.

🎯 Team & Company Context

Company Culture: HPE is an equal opportunity employer that values varied backgrounds and succeeds in an inclusive environment. They strive to be one global team that is representative of their customers and supports innovation and growth together.

Team Structure: The role is part of a family of technical and managerial customer on-site functions, focused on managing on-site delivery of software services, pre-sales, post-sales, or service delivery support, installation, and configuration for customer environments.

Development Methodology: The role requires a basic foundation of a function's principles, theories, and concepts to apply to assignments of limited scope. It involves using professional concepts and theoretical knowledge acquired through specialized training, education, or previous experience.

Company Website: HPE Careers

📈 Career & Growth Analysis

Web Technology Career Level: Intermediate (2-5 years of experience). The role requires a growing technical knowledge base to operate within a technology area or customer group with limited risk/complexity.

Reporting Structure: The role reports to the management of the assigned accounts and sets expectations with customers based on defined parameters.

Technical Impact: The role has a direct impact on customer satisfaction and loyalty, contributing to the company's revenue growth, profitability, and account retention.

Growth Opportunities:

• Develop expertise and practical knowledge of applications within the business environment.
• Participate in customer expectation management as part of the escalation process.
• Build relationships with management in assigned accounts.

🌐 Work Environment

Office Type: Hybrid (2 days per week in the HPE office, with the remaining days working remotely).

Office Location(s): Santiago, Chile

Workspace Context:

• Collaborative workspace with opportunities for team interaction and knowledge sharing.
• Access to necessary development tools, multiple monitors, and testing devices.
• Flexible work arrangements and a focus on work-life balance.

Work Schedule: 40 hours per week, with 2 days per week required in the HPE office.

📄 Application & Technical Interview Process

Interview Process:

1. Technical Preparation: Brush up on technical skills related to the role, focusing on problem-solving, communication, and active listening.
2. Technical Assessment: Demonstrate problem-solving skills, conceptual understanding of IT environments, and the ability to communicate effectively with technical and management levels.
3. Behavioral Assessment: Showcase accountability, growth mindset, creativity, critical thinking, and empathy.
4. Final Evaluation: Discuss long-term planning, managing ambiguity, and unconditional inclusion.

Portfolio Review Tips: N/A - Not Applicable for this role

Technical Challenge Preparation: N/A - Not Applicable for this role

ATS Keywords: Technical Support, Customer Satisfaction, Problem-Solving, Communication, Active Listening, Technical Knowledge, Customer Relationship Management, Teamwork, Change Management, Creativity, Critical Thinking, Empathy, Growth Mindset, Accountability, Design Thinking, Client Expectations Management, Systems Engineering, IT Environments, NonStop Technology

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this role)

👥 Team Culture & Values

Web Development Values:

• Accountability: Hold oneself responsible for one's actions and decisions.
• Growth Mindset: Embrace challenges and view failures as opportunities for learning and growth.
• Creativity: Approach problems with an open mind and generate innovative solutions.
• Critical Thinking: Analyze information objectively and make reasoned judgments.
• Empathy: Understand and share the feelings of others, fostering a customer-centric approach.
• Accountability, Design Thinking, Client Expectations Management

Collaboration Style:

• Cross-functional integration between technical teams, management, and customers.
• Code review culture and peer programming practices.
• Knowledge sharing, technical mentoring, and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Resolve routine in-scope technical incidents independently and work with team members to address more complex incidents.
• Build relationships with management in assigned accounts and set expectations with customers based on defined parameters.
• Participate in customer expectation management as part of the escalation process.

Learning & Development Opportunities:

• Develop expertise and practical knowledge of applications within the business environment.
• Participate in customer expectation management as part of the escalation process.
• Build relationships with management in assigned accounts.

💡 Interview Preparation

Technical Questions:

1. Technical Knowledge: Demonstrate a solid understanding of the role's required technical skills, such as problem-solving, communication, and active listening.
2. Behavioral Questions: Showcase your ability to work collaboratively, manage ambiguity, and demonstrate a growth mindset.
3. Scenario-Based Questions: Discuss your approach to resolving technical incidents, building customer relationships, and managing expectations.

Company & Culture Questions:

• Research HPE's mission, values, and recent projects to demonstrate your understanding of the company's culture and focus.
• Prepare questions for the interviewer about the team's dynamics, growth opportunities, and the company's long-term vision.

Portfolio Presentation Strategy: N/A - Not Applicable for this role

📌 Application Steps

To apply for this Field Technical Support position:

1. Submit your application through the application link provided in the job listing.
2. Tailor your resume to highlight relevant technical skills, experience, and achievements in Systems Engineering and technical support.
3. Prepare for the technical assessment by brushing up on your problem-solving, communication, and active listening skills.
4. Research HPE's company culture, values, and recent projects to demonstrate your understanding and enthusiasm for the role during the interview process.

Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus: N/A - Not Applicable for this role

Quality Standards: Ensure no content overlap between sections, and maintain consistent formatting, spacing, and professional tone throughout.

Industry Expertise: Tailor the content to the specific role and industry, focusing on the required skills, qualifications, and responsibilities.

Professional Standards: Maintain a consistent, professional tone and format throughout the enhanced job description.

Technical Focus & Portfolio Emphasis: N/A - Not Applicable for this role

Avoid: Generic business jargon not relevant to the specific role and industry. Avoid placeholder text or incomplete sections, and ensure there is no repetitive content across different sections.

Generate a comprehensive, well-structured, and valuable enhanced job description that serves as a resource for candidates seeking opportunities in the technical support and customer service field.