Technical Support Engineer at Hewlett Packard Enterprise

📍 Job Overview

Job Title: Technical Support Engineer
Company: Hewlett Packard Enterprise
Location: Dalian, Liaoning, China
Job Type: On-site
Category: Customer Support & Services
Date Posted: June 19, 2025
Experience Level: Entry
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide remote technical support to customers, resolve hardware and software issues, and proactively assist customers to prevent problems.
Key Skills: Technical troubleshooting, customer service, communication, analytical, and problem-solving skills.

📝 Enhancement Note: This role focuses on providing technical support to customers, requiring strong communication skills and the ability to troubleshoot hardware and software issues.

💻 Primary Responsibilities

Customer Support: Successfully resolve technical issues (hardware and software) from incoming internal or external business and end-user contacts and proactive notification systems.
Problem Resolution: Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
Case Management: Articulate case summary, resolution, and add to the Knowledge Management System (KMS).
Proactive Assistance: Proactively assist customers to avoid or reduce problem occurrence.
Customer Representation: Represent the company in a face-to-face customer location visit, industry conference/trade show, vendor meeting, etc.
Team Collaboration: Engage team members for support to ensure internal or external business and end-user SLA demands are met.
Sales Pursuit Support: Begin to partner with and assist the Sales Pursuit team.

🎓 Skills & Qualifications

Education: High school completion or equivalent.

Experience: 0-1 year of experience in relevant technologies and customer environments.

Required Skills:

Excellent verbal and written communication skills in English.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem-solving skills.
Software and hardware knowledge of computing, storage, and peripheral devices.
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support experience. E-support experience.

Preferred Skills:

Relevant industry qualification.
Experience in a customer-facing role.
Familiarity with HPE products and services.

📝 Enhancement Note: While not explicitly stated, having experience with HPE products and services would be beneficial for this role, as the candidate will be supporting customers using these technologies.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills through case studies or projects showcasing technical issue resolution.
Highlight customer service skills through examples of successful customer interactions or positive customer feedback.
Showcase proficiency in using case management databases and tools through relevant projects or certifications.

Technical Documentation:

Provide detailed documentation of troubleshooting processes, including steps taken to resolve issues and the outcome.
Include any relevant screenshots, error messages, or other technical information that supports the resolution process.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Dalian, China, is approximately ¥120,000 - ¥150,000 per year, based on regional market standards and web development industry benchmarks.

Benefits:

Health & Wellbeing: Comprehensive health benefits, including medical, dental, and vision coverage.
Personal & Professional Development: Specific programs catered to helping employees reach their career goals, such as knowledge expert programs or applying skills to another division.
Unconditional Inclusion: Flexible work arrangements, inclusive work environment, and a focus on individual uniqueness.

Working Hours: Full-time, with standard business hours and potential on-call rotations for after-hours support.

📝 Enhancement Note: The salary range provided is an estimate based on regional market standards and web development industry benchmarks. Actual salary may vary depending on the candidate's skills, experience, and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology & IT Services.

Company Size: Large (over 10,000 employees).

Founded: 1939 (as Hewlett-Packard; merged with Compaq in 2002 to form HP; split into Hewlett Packard Enterprise and HP Inc. in 2015).

Team Structure:

The Technical Support team is part of the Customer Solution Centers, which also include remote service, customer access, pre-sales, post-sales, and service delivery teams.
The team focuses on solving various business systems and applications problems for customers, onsite engineering personnel, and authorized service providers on standard, specialized, or complex systems.

Development Methodology:

The team follows a structured problem-solving approach, using case management databases and tools to track and resolve customer issues.
Collaboration with other teams, such as Sales Pursuit, is encouraged to ensure customer satisfaction and drive business growth.

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

📝 Enhancement Note: Hewlett Packard Enterprise is a large, established company with a strong focus on customer service and technical support. The company values collaboration and continuous learning, providing opportunities for growth and development within the organization.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level, focusing on developing technical support skills and gaining experience in a customer-facing role.

Reporting Structure: Reports directly to the Technical Support Manager or Team Lead.

Technical Impact: Resolves technical issues for customers, ensuring high customer satisfaction and driving business growth through positive customer experiences.

Growth Opportunities:

Technical Specialization: Develop expertise in specific hardware or software areas, becoming a go-to resource for complex technical issues.
Team Leadership: Demonstrate strong leadership skills and mentor junior team members, eventually taking on a team lead or management role.
Sales Pursuit Support: Transition into a sales support role, leveraging technical expertise to drive business growth and customer satisfaction.

📝 Enhancement Note: Career progression in this role may involve developing technical expertise, demonstrating strong leadership skills, or transitioning into a sales support role. Opportunities for growth will depend on the candidate's skills, performance, and the organization's needs.

🌐 Work Environment

Office Type: Large, corporate office environment with multiple teams and departments.

Office Location(s): Dalian, Liaoning, China.

Workspace Context:

Collaborative Environment: Work closely with other technical support team members, sharing knowledge and best practices to resolve customer issues efficiently.
Case Management Tools: Utilize case management databases and tools to track and resolve customer issues, ensuring accurate record-keeping and effective problem-solving.
Customer Interaction: Interact with customers via phone, email, or other remote communication channels, providing technical support and troubleshooting guidance.

Work Schedule: Full-time, with standard business hours and potential on-call rotations for after-hours support.

📝 Enhancement Note: The work environment for this role is collaborative and customer-focused, with a strong emphasis on teamwork and knowledge-sharing. The candidate should be comfortable working in a busy, dynamic office environment and interacting with customers remotely.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to assess communication skills, technical proficiency, and cultural fit.
Technical Assessment: A hands-on assessment of troubleshooting skills, case management, and problem-solving abilities.
Final Interview: A discussion with the hiring manager or team lead to evaluate fit, motivation, and long-term career goals.

Portfolio Review Tips:

Highlight successful customer interactions and problem resolution examples, demonstrating strong communication and technical skills.
Include any relevant certifications or training in case management, customer service, or technical support.
Showcase proficiency in using case management databases and tools through relevant projects or case studies.

Technical Challenge Preparation:

Brush up on troubleshooting skills, focusing on hardware and software issues common to HPE products and services.
Familiarize yourself with HPE's customer support processes and best practices.
Prepare for scenario-based questions that assess your ability to resolve customer issues effectively and efficiently.

ATS Keywords: Technical Support, Troubleshooting, Customer Service, Analytical Skills, Problem Solving, Communication Skills, E-Support, Case Management, Hardware Knowledge, Software Knowledge, Active Listening, Creativity, Critical Thinking, Teamwork, Empathy, Growth Mindset.

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's technical troubleshooting skills, customer service abilities, and cultural fit within the team. Preparation should emphasize hands-on troubleshooting, case management, and customer interaction skills.

🛠 Technology Stack & Web Infrastructure

Case Management Tools:

HPE's proprietary case management system for tracking and resolving customer issues.
Other industry-standard tools, such as Salesforce Service Cloud or Zendesk, may also be used.

Hardware & Software Knowledge:

Proficiency in HPE products and services, including hardware and software components, is essential.
Familiarity with industry-standard hardware and software components, such as operating systems, databases, and networking equipment, is also beneficial.

Communication Tools:

Phone, email, and other remote communication channels for interacting with customers and collaborating with team members.

📝 Enhancement Note: The technology stack for this role primarily consists of case management tools, hardware and software knowledge, and communication tools. Proficiency in HPE products and services, as well as industry-standard hardware and software components, is crucial for success in this role.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer satisfaction and proactively address customer needs to ensure high customer satisfaction and drive business growth.
Technical Expertise: Continuously develop technical skills and knowledge to effectively troubleshoot hardware and software issues and provide accurate technical guidance to customers.
Collaboration: Work closely with team members, sharing knowledge and best practices to resolve customer issues efficiently and drive business growth.
Continuous Learning: Stay up-to-date with the latest technologies, industry trends, and best practices to enhance technical skills and drive business growth.

Collaboration Style:

Cross-Functional Teamwork: Collaborate with other teams, such as Sales Pursuit, to ensure customer satisfaction and drive business growth.
Knowledge Sharing: Share technical knowledge and best practices with team members to enhance overall team performance and drive business growth.
Mentoring and Coaching: Provide guidance and support to junior team members, fostering a culture of continuous learning and development.

📝 Enhancement Note: The team culture for this role emphasizes customer focus, technical expertise, collaboration, and continuous learning. The candidate should be comfortable working in a collaborative environment, sharing knowledge, and contributing to the team's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Hardware Troubleshooting: Develop expertise in troubleshooting hardware issues, including hardware components, peripherals, and networking equipment.
Software Troubleshooting: Enhance software troubleshooting skills, focusing on operating systems, applications, and databases.
Emerging Technologies: Stay up-to-date with the latest hardware and software technologies, adapting troubleshooting skills to support new products and services.

Learning & Development Opportunities:

Technical Training: Participate in technical training programs and certifications to enhance troubleshooting skills and expand knowledge of HPE products and services.
Customer Service Training: Develop customer service skills through workshops, webinars, or online courses to improve communication and problem-solving abilities.
Leadership Development: Demonstrate strong leadership skills and take on mentoring or coaching roles within the team to drive business growth and team success.

📝 Enhancement Note: The technical challenges and learning opportunities for this role involve developing expertise in hardware and software troubleshooting, staying up-to-date with emerging technologies, and enhancing customer service skills. The candidate should be proactive in seeking out training and development opportunities to drive business growth and team success.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Describe your approach to troubleshooting hardware and software issues, using specific examples to illustrate your problem-solving skills.
Case Management: Explain your experience with case management databases and tools, highlighting your ability to track and resolve customer issues effectively.
Customer Interaction: Discuss your experience with customer service, emphasizing your ability to communicate effectively and resolve customer issues efficiently.

Company & Culture Questions:

HPE Products & Services: Demonstrate your familiarity with HPE products and services, highlighting your understanding of the company's offerings and target markets.
Customer Support Processes: Explain your understanding of HPE's customer support processes and best practices, emphasizing your ability to contribute to the team's success.
Team Dynamics: Describe your experience working in a collaborative, customer-focused team environment, highlighting your ability to contribute to a positive and productive work environment.

Portfolio Presentation Strategy:

Case Studies: Present detailed case studies of successful customer interactions and problem resolution, emphasizing your ability to communicate effectively and resolve customer issues efficiently.
Certifications & Training: Highlight relevant certifications and training in troubleshooting, case management, and customer service to demonstrate your commitment to continuous learning and development.
Customer Testimonials: Include positive customer feedback and testimonials to showcase your ability to drive customer satisfaction and business growth.

📝 Enhancement Note: The interview preparation for this role focuses on assessing the candidate's technical troubleshooting skills, customer service abilities, and cultural fit within the team. Preparation should emphasize hands-on troubleshooting, case management, and customer interaction skills, as well as a strong understanding of HPE products and services.

📌 Application Steps

To apply for this Technical Support Engineer position:

Submit Your Application: Click on the application link provided in the job description and submit your resume, highlighting your relevant experience, skills, and qualifications.
Prepare Your Portfolio: Customize your portfolio with live demos and responsive examples, showcasing your technical troubleshooting skills, case management abilities, and customer service expertise.
Optimize Your Resume: Tailor your resume to emphasize your relevant experience, skills, and qualifications for this role, using web development and server administration-relevant keywords naturally.
Research HPE: Familiarize yourself with HPE's products, services, and customer support processes, demonstrating your understanding of the company and its offerings during the interview process.

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

Technical Support Engineer