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, 2 days/week in-office)
Category: Technical Support
Date Posted: 2025-06-11
Experience Level: 2-5 years (Vocational Diploma/Associate Degree or Degree holder)
Remote Status: On-site/Hybrid

🚀 Role Summary

Key Responsibilities: Maintain high customer satisfaction, handle customer relation problems promptly, provide software service and post-sales support, solve application problems, and use proactive monitoring procedures.
Key Skills: Advanced knowledge of operating systems, basic project management, strong communication skills, problem analysis, presentation skills, customer relationship development, teamwork, basic networking, troubleshooting, and technical problem-solving.

💻 Primary Responsibilities

Customer Satisfaction: Maintain high customer satisfaction by clarifying customer needs and ensuring they are met. Handle customer relation problems promptly and appropriately, escalating issues according to established procedures.
Technical Support: Provide software service, post-sales support, and solve application problems for remote or local accounts on standard and specialized systems. Provide direct post-sales systems technical support to end users and company Authorized Service Providers.
Proactive Monitoring: Use proactive monitoring procedures/tools to identify problem prevention opportunities and maintain high system uptime.
Collaboration: Work effectively with cross-functional teams, including internal teams and external partners, to resolve complex technical issues and ensure customer satisfaction.

📝 Enhancement Note: This role requires strong problem-solving skills, adaptability, and the ability to work under pressure to meet customer expectations and maintain high system availability.

🎓 Skills & Qualifications

Education: Vocational Diploma/Associate Degree (technical field) with 4-5 years of IT technical support working experience or a Degree holder with 1-3 years of relevant IT technical support working experience.

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 perform under high-pressure situations
Basic networking, O/S, and troubleshooting knowledge
Detailed understanding of general/technical aspects of onsite 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, as well as familiarity with government clearance processes, would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: CAD Annual Salary: $49,400.00 - $82,600.00

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 force for good culture.

Working Hours: 40 hours/week, with an average of 2 days/week working from an HPE office.

📝 Enhancement Note: The salary range provided is based on the company's Canada Pay Range Requirement and may vary based on geographic location, work experience, education/training, and/or skill level. Variable incentives may also be offered.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, focusing on edge-to-cloud computing and services.

Company Size: Large (over 60,000 employees worldwide)

Founded: 1939 (as Hewlett-Packard Company; merged with Compaq in 2002 to form HP, and spun off as Hewlett Packard Enterprise in 2015)

Team Structure:

The Field Technical Support Representative role is part of the Services organization, focusing on customer satisfaction and technical support.
This role works closely with cross-functional teams, including internal teams and external partners, to resolve complex technical issues and ensure customer satisfaction.

Development Methodology:

HPE uses Agile methodologies for software development and service delivery, focusing on continuous improvement and customer value.
The company emphasizes proactive monitoring, problem prevention, and high system uptime.

Company Website: HPE Careers

📝 Enhancement Note: HPE's culture thrives on finding new and better ways to accelerate what's next, valuing varied backgrounds, and providing flexibility to manage work and personal needs. The company is a force for good, focusing on sustainability and social responsibility.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level technical support role, focusing on customer satisfaction, problem-solving, and proactive monitoring.

Reporting Structure: Reports directly to the Technical Support Manager or a similar role within the Services organization.

Technical Impact: This role has a direct impact on customer satisfaction, system uptime, and the overall customer experience with HPE products and services.

Growth Opportunities:

Technical Growth: Develop advanced knowledge of HPE products, services, and operating systems. Gain experience in project management, team leadership, and architecture decision-making.
Career Progression: Transition into more senior technical support roles, technical specialist roles, or move into other areas of the business, such as sales, marketing, or product management.

📝 Enhancement Note: Career progression at HPE is based on individual performance, skills development, and business needs. The company offers specific programs to support personal and professional development.

🌐 Work Environment

Office Type: Hybrid, with an average of 2 days/week working from an HPE office.

Office Location(s): Calgary, Alberta, Canada

Workspace Context:

The Calgary office is one of HPE's major hubs in Canada, with a collaborative work environment focused on innovation and customer satisfaction.
The office provides development tools, multiple monitors, and testing devices to support technical problem-solving and customer support activities.
The work environment encourages cross-functional team interaction, knowledge sharing, and continuous learning.

Work Schedule: 40 hours/week, with an average of 2 days/week working from an HPE office.

📝 Enhancement Note: The hybrid work arrangement at HPE offers flexibility to manage work and personal needs while maintaining a strong focus on customer satisfaction and collaboration.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on operating system knowledge, troubleshooting skills, and problem-solving abilities.
Behavioral Interview: An in-depth discussion of past experiences, problem-solving approaches, and customer service skills.
Final Interview: A meeting with the hiring manager or a panel of HPE team members to discuss career goals, cultural fit, and next steps.

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation:

Brush up on operating system knowledge, troubleshooting skills, and problem-solving techniques.
Familiarize yourself with HPE products, services, and support processes.
Prepare examples of past technical challenges, the approach taken to resolve them, and the outcome achieved.

ATS Keywords: Operating Systems, Troubleshooting, Problem Solving, Customer Satisfaction, Technical Support, Proactive Monitoring, HPE, ITIL, Agile Methodologies, Hybrid Work, Calgary, Alberta, Canada

📝 Enhancement Note: Tailor your resume and application materials to highlight relevant skills, experiences, and achievements related to the required and preferred skills for this role. Use the provided ATS keywords naturally throughout your application materials.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

Customer-centric solutions and customer experience (CX)
Accountability and active listening
Creativity and critical thinking
Empathy and collaboration
Long-term planning and managing ambiguity
Infrastructure as a Service (IaaS) and design thinking

Collaboration Style:

Cross-functional teamwork between technical support, internal teams, and external partners
Code review culture and peer programming practices
Knowledge sharing, technical mentoring, and continuous learning

📝 Enhancement Note: HPE's culture emphasizes unconditional inclusion, active learning, and a growth mindset. The company values varied backgrounds, encourages innovation, and is a force for good in the technology industry.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving complex technical issues under high-pressure situations
Maintaining high system uptime and customer satisfaction
Keeping up with the latest HPE products, services, and support processes

Learning & Development Opportunities:

Develop advanced knowledge of HPE products, services, and operating systems
Gain experience in project management, team leadership, and architecture decision-making
Participate in training programs, workshops, and conferences to enhance technical and soft skills

📝 Enhancement Note: HPE offers specific programs to support personal and professional development, including training, mentoring, and career progression opportunities.

💡 Interview Preparation

Technical Questions:

Describe your experience with operating systems, troubleshooting, and problem-solving.
How have you handled complex technical issues under high-pressure situations in the past?
Can you walk us through a technical challenge you faced and how you resolved it?

Company & Culture Questions:

Why are you interested in the Field Technical Support Representative role at HPE?
How do you approach maintaining high customer satisfaction and system uptime?
How have you handled working in a hybrid environment in the past, and what challenges have you faced?

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: Prepare for the interview by researching HPE's products, services, and support processes. Familiarize yourself with the company's culture, values, and mission. Be ready to discuss your technical skills, problem-solving abilities, and customer service experiences.

📌 Application Steps

To apply for this Field Technical Support Representative position:

Submit your application through the application link provided.
Tailor your resume and application materials to highlight relevant skills, experiences, and achievements related to the required and preferred skills for this role.
Prepare for the interview process by researching HPE's products, services, and support processes, as well as the company's culture, values, and mission.
Practice technical problem-solving exercises and brush up on your operating system knowledge and troubleshooting skills.

⚠️ 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.

Field Technical Support Representative