Field Technical Support Representative at Hewlett Packard Enterprise

📍 Job Overview

Job Title: Field Technical Support Representative
Company: Hewlett Packard Enterprise
Location: Calgary, Alberta, Canada
Job Type: Full-Time (Hybrid)
Category: Technical Support
Date Posted: June 11, 2025
Experience Level: 2-5 years
Remote Status: On-site with 2 days per week remote

🚀 Role Summary

Serve as the primary point of contact for customers, providing technical support and ensuring customer satisfaction
Troubleshoot and resolve technical issues on assigned hardware and software platforms
Collaborate with internal teams and authorized service providers to address customer needs
Maintain high customer satisfaction levels by clarifying customer needs and ensuring they are met
Proactively identify problem prevention opportunities through monitoring procedures and tools

📝 Enhancement Note: This role requires a balance of strong technical skills, excellent communication, and customer service abilities. The hybrid work arrangement allows for flexibility while maintaining a strong on-site presence for customer support.

💻 Primary Responsibilities

Maintain high customer satisfaction levels by understanding and addressing customer needs
Provide technical support and troubleshooting for software and hardware issues
Collaborate with internal teams and authorized service providers to resolve customer problems
Proactively monitor systems and identify potential issues to prevent downtime
Document troubleshooting steps and maintain accurate records of customer interactions
Escalate issues as necessary, following established procedures

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work effectively under pressure. The candidate should be comfortable working in a team environment and have a customer-centric mindset.

🎓 Skills & Qualifications

Education: A minimum of a vocational diploma or associate degree in a technical field is required. A bachelor's degree with relevant experience is also acceptable.

Experience: A minimum of 4-5 years of IT technical support experience is required, or 1-3 years of relevant experience with a degree. This role requires Secret level government clearance.

Required Skills:

Advanced knowledge of operating systems and software
Basic project management skills
Strong communication, problem analysis, and presentation skills
Ability to develop customer relationships and work effectively under pressure
Basic networking, O/S, and troubleshooting knowledge
Detailed understanding of general/technical aspects of on-site system repair jobs

Preferred Skills:

Experience with HPE products and services
Familiarity with government clearance processes
Knowledge of ITIL or similar service management frameworks

📝 Enhancement Note: While not explicitly stated, having experience with HPE products and services would be beneficial for this role. Familiarity with ITIL or similar service management frameworks could also be an asset.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing previous technical support or customer service experiences
Examples of problem-solving and troubleshooting skills in action
Demonstrations of excellent communication and customer service skills

Technical Documentation:

Documentation of technical support processes and procedures
Examples of problem-solving methodologies and best practices
Evidence of continuous learning and professional development in technical support

📝 Enhancement Note: As this role does not require a traditional web development portfolio, focus on demonstrating technical support skills, customer service abilities, and problem-solving expertise.

💵 Compensation & Benefits

Salary Range: CAD $49,400.00 - $82,600.00 per year

Benefits:

Health & Wellbeing: Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing
Personal & Professional Development: Programs catered to helping employees reach career goals and grow within the company
Unconditional Inclusion: Flexible work arrangements, unconditional inclusion, and a force for good culture

Working Hours: 40 hours per week, with 2 days per week remote

📝 Enhancement Note: The salary range provided is based on the company's job listing and is subject to change. The benefits listed are a general overview and may vary based on the employee's location and role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, with a focus on edge-to-cloud computing and services

Company Size: Large (over 100,000 employees)

Founded: 1939 (as Hewlett-Packard), 2015 (as Hewlett Packard Enterprise)

Team Structure:

Field Technical Support team, reporting to the Technical Support Manager
Collaboration with internal teams, such as Engineering, Product Management, and Sales
Cross-functional collaboration with authorized service providers and customers

Development Methodology:

Agile methodologies for software development and service delivery
Continuous improvement and innovation focus
Strong emphasis on customer satisfaction and service excellence

Company Website: https://www.hpe.com/

📝 Enhancement Note: Hewlett Packard Enterprise is a large, global technology company with a strong focus on innovation and customer service. The company's culture encourages continuous learning and growth, with a strong emphasis on teamwork and collaboration.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry to mid-level position in the technical support career path, with opportunities for growth into more senior roles or specialized technical positions.

Reporting Structure: This role reports directly to the Technical Support Manager, with a matrixed reporting line to the customer or account team as needed.

Technical Impact: The Field Technical Support Representative has a direct impact on customer satisfaction and service quality, contributing to the overall success of HPE's products and services.

Growth Opportunities:

Progression into senior technical support roles or specialized technical positions
Transition into other areas of the business, such as engineering, product management, or sales
Development of leadership and management skills through mentoring and coaching opportunities

📝 Enhancement Note: With a large and diverse organization like HPE, there are numerous opportunities for career growth and development. The Field Technical Support Representative role provides a strong foundation for a successful career in technical support or other areas of the technology industry.

🌐 Work Environment

Office Type: Hybrid, with an expectation of working on average 2 days per week from an HPE office

Office Location(s): Calgary, Alberta, Canada

Workspace Context:

Collaborative workspace with a focus on teamwork and knowledge sharing
Access to necessary tools and resources for effective technical support and troubleshooting
Flexible work arrangements to support work-life balance

Work Schedule: 40 hours per week, with 2 days per week remote

📝 Enhancement Note: The hybrid work arrangement allows for flexibility while maintaining a strong on-site presence for customer support and collaboration with internal teams.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to assess communication skills and technical aptitude
In-depth technical interview to evaluate problem-solving skills and troubleshooting abilities
Customer service scenario assessment to evaluate customer interaction skills and empathy
Final interview with the hiring manager to discuss cultural fit and career aspirations

Portfolio Review Tips:

Highlight previous technical support or customer service experiences
Demonstrate problem-solving skills and customer service abilities through case studies and examples
Showcase continuous learning and professional development in technical support

Technical Challenge Preparation:

Brush up on operating systems, software, and networking fundamentals
Practice problem-solving and troubleshooting skills through online resources and forums
Familiarize yourself with HPE products and services, if possible

ATS Keywords: Customer Support, Technical Support, Troubleshooting, Problem Solving, Customer Service, Communication Skills, Project Management, ITIL, Government Clearance, HPE

📝 Enhancement Note: The interview process for this role is designed to assess both technical skills and customer service abilities. The candidate should be prepared to demonstrate their problem-solving skills and customer-centric mindset throughout the interview process.

🛠 Technology Stack & Web Infrastructure

Support Technologies:

Operating systems: Windows, macOS, Linux
Software: Microsoft Office Suite, customer relationship management (CRM) software, remote desktop tools
Networking: TCP/IP, DNS, DHCP, VPN, firewalls

Troubleshooting Tools:

Remote desktop tools (e.g., TeamViewer, Remote Desktop)
Diagnostic tools (e.g., Event Viewer, Activity Monitor)
Network analysis tools (e.g., Wireshark, PingPlotter)

📝 Enhancement Note: As a Field Technical Support Representative, the candidate should be comfortable working with a wide range of operating systems, software, and networking technologies. Familiarity with HPE products and services would be beneficial but not required.

👥 Team Culture & Values

Web Development Values:

Customer-centric approach to technical support and troubleshooting
Continuous learning and improvement mindset
Strong problem-solving skills and attention to detail
Excellent communication and customer service abilities
Strong teamwork and collaboration skills

Collaboration Style:

Cross-functional collaboration with internal teams and authorized service providers
Knowledge sharing and mentoring opportunities
Regular team meetings and one-on-one check-ins to discuss progress and development

📝 Enhancement Note: The Field Technical Support Representative role requires strong collaboration and teamwork skills. The candidate should be comfortable working in a team environment and have a customer-centric mindset.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues remotely
Working with diverse customer bases and understanding their unique needs
Keeping up-to-date with the latest technologies and best practices in technical support

Learning & Development Opportunities:

On-the-job training and mentoring opportunities
Access to online learning platforms and resources
Attending industry conferences and events to stay current with the latest trends and best practices in technical support

📝 Enhancement Note: The Field Technical Support Representative role offers numerous opportunities for learning and growth. The candidate should be proactive in seeking out training and development opportunities to enhance their skills and advance their career.

💡 Interview Preparation

Technical Questions:

Describe a complex technical issue you've troubleshot and how you approached it
How do you ensure high customer satisfaction while working remotely?
Can you walk us through your problem-solving process for a hypothetical customer issue?

Company & Culture Questions:

How do you stay up-to-date with the latest technologies and best practices in technical support?
Can you describe a time when you went above and beyond to ensure customer satisfaction?
How do you balance the need for quick issue resolution with the importance of thorough troubleshooting?

Portfolio Presentation Strategy:

Highlight previous technical support or customer service experiences
Demonstrate problem-solving skills and customer service abilities through case studies and examples
Showcase continuous learning and professional development in technical support

📝 Enhancement Note: The interview process for this role is designed to assess both technical skills and customer service abilities. The candidate should be prepared to demonstrate their problem-solving skills and customer-centric mindset throughout the interview process.

📌 Application Steps

To apply for this Field Technical Support Representative position:

Submit your application through the application link
Customize your resume and portfolio to highlight relevant technical support and customer service experiences
Prepare for the interview process by brushing up on your technical skills and customer service abilities
Research HPE's company culture and values to ensure a strong cultural fit

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

Field Technical Support Representative