📍 Job Overview

Job Title: Field Technical Support Representative
Company: Hewlett Packard Enterprise
Location: Calgary, Alberta, Canada
Job Type: Hybrid (2 days per week in the office)
Category: Technical Support & Customer Service
Date Posted: 2025-06-11
Experience Level: 2-5 years (or equivalent education)
Remote Status: On-site (with hybrid option)

🚀 Role Summary

Key Responsibilities: Maintain high customer satisfaction, handle customer relation problems, provide software service and post-sales support, solve application problems, and ensure customer needs are met.
Key Skills: Advanced knowledge of operating systems and software, basic project management skills, strong communication and problem analysis skills, ability to develop customer relationships, and work under high-pressure situations.

💻 Primary Responsibilities

Customer Satisfaction: Maintain high level customer satisfaction by clarifying customer needs and ensuring they are met.
Technical Support: Provide software service, post-sales or service delivery support, and solve applications problems for remote or local accounts on standard and specialized systems.
Problem Resolution: Handle customer-relation problems promptly and appropriately, escalating issues according to established procedures.
Proactive Monitoring: Use proactive monitoring procedures/tools to identify problem prevention opportunities.
Teamwork: Collaborate with internal teams and external partners to resolve technical issues and ensure customer satisfaction.

🎓 Skills & Qualifications

Education: Minimum Vocational/Diploma/Associate Degree in a technical field or a Degree holder with relevant experience.

Experience: 4-5 years of IT technical support working experience (or equivalent education) or 1-3 years of relevant experience for degree holders.

Required Skills:

Advanced knowledge of operating systems and software
Basic project management skills
Strong communication skills, problem analysis, and presentation skills
Ability to develop customer relationships
Ability to work in a team environment
Basic networking, O/S, and troubleshooting knowledge
Detailed understanding of general/technical aspects of the onsite system repair job

Preferred Skills:

Basic skills in project management
Ability to perform under high-pressure situations
Ability to work in a team environment

📊 Web Portfolio & Project Requirements (N/A - Technical Support Role)

💵 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, inclusive culture, and a force for good.

Working Hours: Full-time (40 hours/week) with a hybrid work arrangement (2 days per week in the office).

🎯 Team & Company Context

Company Culture:

Industry: Technology & IT Services
Company Size: Large (over 100,000 employees)
Founded: 1939 (as Hewlett-Packard; merged with Compaq in 2002 to form HP; split into HP Inc. and Hewlett Packard Enterprise in 2015)
Team Structure: Large, global teams with a matrix reporting structure, fostering cross-functional collaboration.
Development Methodology: Agile methodologies, with a focus on continuous improvement and customer satisfaction.

Company Website: Hewlett Packard Enterprise

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level Technical Support Specialist

Reporting Structure: Reports directly to the Technical Support Manager, with a matrix reporting structure for cross-functional collaboration.

Technical Impact: Directly impacts customer satisfaction and resolution of technical issues, contributing to overall company success.

Growth Opportunities:

Career Progression: Proven performance and skills development can lead to roles such as Senior Technical Support Specialist, Technical Support Team Lead, or other related positions.
Technical Skill Development: Continuous learning and skill development opportunities to grow within the technical support field or transition to other IT roles.
Leadership Potential: Demonstrated leadership and management skills can lead to team management or architecture decision-making roles.

🌐 Work Environment

Office Type: Hybrid (2 days per week in the office)

Office Location(s): Calgary, Alberta, Canada

Workspace Context:

Collaborative Environment: Open office space fostering teamwork and knowledge sharing.
Development Tools: Access to relevant software, tools, and resources to perform technical support tasks effectively.
Team Interaction: Regular team meetings and cross-functional collaboration with other departments, such as sales, marketing, and product development.

Work Schedule: Full-time (40 hours/week) with a hybrid work arrangement (2 days per week in the office), with flexibility for deployment windows, maintenance, and project deadlines.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Basic introduction and overview of the role, followed by a brief discussion of relevant experience and skills.
Technical Assessment: In-depth technical assessment, focusing on problem-solving skills, software knowledge, and customer support experience.
Behavioral Interview: Assessment of communication skills, teamwork, and customer focus, with a focus on real-life scenarios and problem-solving approaches.
Final Interview: Meeting with the hiring manager or senior team members to discuss career goals, company fit, and next steps.

Portfolio Review Tips: (N/A - Technical Support Role)

Technical Challenge Preparation:

Brush up on software knowledge, troubleshooting skills, and customer support best practices.
Prepare for scenario-based questions and problem-solving exercises.
Research the company and its products to demonstrate a solid understanding of the business.

ATS Keywords: (See comprehensive list below)

🛠 Technology Stack & Web Infrastructure (N/A - Technical Support Role)

👥 Team Culture & Values

Web Development Values:

Customer-centric solutions and customer experience (CX)
Customer feedback and customer lifetime value (CLV)
Accountability and follow-through
Creativity and critical thinking
Growth mindset and intellectual curiosity
Empathy and active listening
Long-term planning and change management
Infrastructure as a Service (IaaS) and design thinking

Collaboration Style:

Cross-functional teamwork and client expectations management
Coaching and creativity
Change management and managing ambiguity
Bias and empathy

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues and finding creative solutions
Managing high-pressure situations and maintaining customer satisfaction
Keeping up-to-date with evolving technologies and software updates

Learning & Development Opportunities:

Continuous learning and skill development opportunities within the technical support field
Conference attendance, certification, and community involvement
Technical mentorship, leadership development, and architecture decision-making opportunities

💡 Interview Preparation

Technical Questions:

Software knowledge and troubleshooting skills
Problem-solving scenarios and customer support best practices
Company-specific technical support processes and tools

Company & Culture Questions:

Company culture and values
Team dynamics and collaboration
Customer focus and customer experience (CX) strategies

Portfolio Presentation Strategy: (N/A - Technical Support Role)

📌 Application Steps

To apply for this Field Technical Support Representative position:

Submit your application through the Hewlett Packard Enterprise careers page.
Prepare for the phone/video screen by reviewing the job description and practicing common interview questions.
Brush up on software knowledge, troubleshooting skills, and customer support best practices for the technical assessment.
Research the company and its products to demonstrate a solid understanding of the business for the behavioral interview.
Prepare for scenario-based questions and problem-solving exercises, focusing on real-life situations and customer support experiences.

ATS Keywords:

Programming Languages: N/A (Technical Support Role)
Web Frameworks: N/A (Technical Support Role)
Server Technologies: N/A (Technical Support Role)
Databases: N/A (Technical Support Role)
Tools: Customer Relationship Management (CRM), ticketing systems, remote desktop software, and remote monitoring tools
Methodologies: Agile methodologies, project management, and change management
Soft Skills: Communication, problem-solving, customer service, teamwork, and adaptability
Industry Terms: Technical support, customer service, customer satisfaction, software service, post-sales support, and application problem resolution

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