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: 2025-06-19
Experience Level: Entry
Remote Status: On-site

🚀 Role Summary

Technical Support: Provide remote and on-site support to resolve hardware and software issues for internal and external customers.
Customer Engagement: Handle customer inquiries and proactively assist customers to avoid problem occurrence.
Team Collaboration: Work with team members to ensure service level agreements are met and assist the Sales Pursuit team.
Continuous Learning: Stay updated with new technologies and products to provide accurate technical support.

📝 Enhancement Note: This role focuses on providing technical support to customers, requiring strong communication skills and troubleshooting expertise. The position offers opportunities to work with diverse teams and grow within the organization.

💻 Primary Responsibilities

Issue Resolution: Successfully resolve technical issues (hardware and software) from incoming internal or external business and end user contacts and proactive notification systems.
Customer Support: 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.
Problem Solving: Articulate case summary, resolution, and add to Knowledge Management System (KMS).
Proactive Assistance: Proactively assist customers to avoid or reduce problem occurrence.
Customer Representation: Represent the company in face-to-face customer location visits, industry conference/trade shows, vendor meetings, etc.
Team Collaboration: Engage with team members for support to ensure internal or external business and end user SLA demands are met.
Sales Support: Begin to partner with and assist the Sales Pursuit team.

📝 Enhancement Note: This role requires a strong focus on problem-solving, excellent communication skills, and the ability to work effectively with customers and team members to resolve technical issues efficiently.

🎓 Skills & Qualifications

Education: High school diploma or equivalent (e.g., H.S. diploma, "A" levels (U.K), Baccalaureate (France), etc.)

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 where applicable.
Experience with specific HPE products and services.
Knowledge of other languages (e.g., Mandarin, Japanese, etc.).

📝 Enhancement Note: While the role requires a high school diploma and 0-1 year of experience, strong communication skills, analytical problem-solving abilities, and experience with case management tools are essential for success in this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Case Studies: Include detailed case studies demonstrating your ability to resolve complex technical issues, with clear problem statements, steps taken, and resolutions.
Customer Feedback: Highlight positive customer feedback and testimonials that showcase your excellent customer service skills.
Problem-Solving Examples: Provide examples of challenging technical problems you've resolved, emphasizing your analytical and problem-solving skills.

Technical Documentation:

Process Documentation: Document your troubleshooting processes and methodologies, highlighting your understanding of hardware and software systems.
Knowledge Base Articles: Include articles or guides you've created to share your technical knowledge with others, showcasing your ability to contribute to a knowledge management system.

📝 Enhancement Note: As this role focuses on technical support, your portfolio should emphasize your problem-solving skills, customer service abilities, and understanding of hardware and software systems. Include examples that demonstrate your ability to resolve complex technical issues and provide excellent customer support.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Dalian, Liaoning, China, is approximately ¥250,000 - ¥350,000 per year. This estimate is based on regional market data and industry standards for entry-level technical support roles.

Benefits:

Health & Wellbeing: Comprehensive benefits package supporting physical, financial, and emotional wellbeing.
Personal & Professional Development: Programs catered to helping employees reach their career goals, whether it's becoming a knowledge expert or applying their skills to another division.
Unconditional Inclusion: A diverse and inclusive work environment that values individual uniqueness and offers flexibility to manage work and personal needs.

Working Hours: Full-time position with standard working hours, including overtime as needed to meet service level agreements and resolve critical customer issues.

📝 Enhancement Note: The salary range provided is an estimate based on regional market data and industry standards for entry-level technical support roles. Actual compensation may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology & IT Services

Company Size: Large (10,000+ employees)

Founded: 1939 (as Hewlett-Packard; merged with Compaq in 2002 to form Hewlett-Packard Enterprise)

Team Structure:

Technical Support Teams: Composed of technical support engineers, team leads, and managers.
Cross-Functional Teams: Collaborate with sales, marketing, and business teams to ensure customer satisfaction and drive business growth.

Development Methodology:

Agile/Scrum: Teams follow Agile methodologies to manage workloads, track progress, and ensure timely resolution of customer issues.
Continuous Improvement: Regularly review and update processes to enhance efficiency and effectiveness.
Knowledge Sharing: Encourage team members to share their expertise and learn from one another to improve overall technical proficiency.

Company Website: Hewlett Packard Enterprise

📝 Enhancement Note: Hewlett Packard Enterprise offers a large, diverse team structure with opportunities for collaboration and growth. The company's Agile methodologies and focus on continuous improvement foster an environment that values innovation and efficiency.

📈 Career & Growth Analysis

Technical Support Engineer: Entry-level role focused on providing technical support to customers, with opportunities to develop problem-solving and communication skills.

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

Technical Impact: Resolves technical issues for customers, ensuring their systems and applications run smoothly and efficiently.

Growth Opportunities:

Technical Support Specialist: Develop advanced troubleshooting skills and gain experience in specific product lines or technologies.
Team Lead/Manager: Lead a team of technical support engineers, driving process improvements and ensuring service level agreements are met.
Specialist/Subject Matter Expert (SME): Become an expert in a specific technology or product, providing guidance and training to other team members.

📝 Enhancement Note: This role offers a clear career progression path, with opportunities to develop technical expertise, lead teams, and become a subject matter expert within the technical support domain.

🌐 Work Environment

Office Type: Modern, collaborative office space with dedicated workstations and shared team areas.

Office Location(s): Dalian, Liaoning, China (with potential opportunities for domestic and international travel)

Workspace Context:

Workstations: Equipped with multiple monitors, ergonomic chairs, and appropriate tools for technical support tasks.
Teamwork: Collaborative workspaces that encourage team members to work together to resolve complex technical issues.
Training & Development: Access to training resources and professional development opportunities to enhance technical skills and knowledge.

Work Schedule: Standard working hours with on-call rotations to provide 24/7 customer support, as needed.

📝 Enhancement Note: The work environment at Hewlett Packard Enterprise fosters collaboration and continuous learning, with modern office spaces and access to training resources and professional development opportunities.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and basic technical knowledge.
Technical Assessment: A hands-on assessment or case study presentation to evaluate problem-solving skills and technical proficiency.
Behavioral Interview: An in-depth discussion to assess cultural fit, teamwork, and customer service skills.
Final Review: A review of the candidate's qualifications and fit for the role by the hiring manager and relevant stakeholders.

Portfolio Review Tips:

Case Studies: Highlight detailed case studies demonstrating your ability to resolve complex technical issues, emphasizing your problem-solving skills and customer service abilities.
Process Documentation: Showcase your understanding of hardware and software systems by presenting well-structured, clear, and concise process documentation.
Customer Feedback: Include positive customer feedback and testimonials that highlight your excellent communication skills and commitment to customer satisfaction.

Technical Challenge Preparation:

Problem-Solving Scenarios: Practice problem-solving scenarios to develop your ability to analyze and resolve technical issues efficiently.
Customer Service Scenarios: Prepare for customer service scenarios to demonstrate your ability to communicate effectively and provide excellent support to customers.
Product Knowledge: Familiarize yourself with HPE products and services to showcase your understanding of the company's offerings and their features.

ATS Keywords: Technical Support, Troubleshooting, Customer Service, Problem Solving, Communication Skills, E-Support, Case Management, Hardware Knowledge, Software Knowledge, Remote Support, Active Listening, Creativity, Critical Thinking, Teamwork, Empathy, HPE, Hewlett Packard Enterprise, Technical Support Engineer

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's problem-solving skills, technical proficiency, and customer service abilities. Prepare for a comprehensive evaluation of your technical support skills and cultural fit within the organization.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

Case Management Systems: Utilize case management databases and tools to track and resolve customer issues efficiently.
Remote Access Tools: Use remote access tools to connect to customer systems and provide technical support.
Diagnostic Tools: Employ diagnostic tools to identify and resolve hardware and software issues.

Hardware & Software Knowledge:

HPE Products: Familiarize yourself with HPE's extensive product portfolio, including servers, storage, networking, and software solutions.
Operating Systems: Develop expertise in Windows, Linux, and other operating systems to support a wide range of customer environments.
Applications & Databases: Gain experience with various applications and databases to provide comprehensive technical support.

Collaboration & Communication Tools:

Instant Messaging: Utilize instant messaging platforms to communicate with customers and team members in real-time.
Video Conferencing: Use video conferencing tools to collaborate with customers and team members during technical support sessions.
Project Management Tools: Leverage project management tools to track progress and ensure service level agreements are met.

📝 Enhancement Note: The technology stack for this role focuses on troubleshooting tools, hardware and software knowledge, and collaboration and communication tools to provide effective technical support to customers.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and strive to resolve technical issues efficiently and effectively.
Continuous Learning: Stay updated with new technologies and products to provide accurate technical support and enhance your skills.
Teamwork: Collaborate with team members to resolve complex technical issues and ensure service level agreements are met.
Problem-Solving: Develop and refine your problem-solving skills to tackle technical challenges and provide innovative solutions.

Collaboration Style:

Cross-Functional Teams: Work with sales, marketing, and business teams to ensure customer satisfaction and drive business growth.
Knowledge Sharing: Encourage team members to share their expertise and learn from one another to improve overall technical proficiency.
Regular Check-ins: Participate in regular team meetings and one-on-ones to discuss progress, address concerns, and plan for future growth.

📝 Enhancement Note: The team culture at Hewlett Packard Enterprise emphasizes customer focus, continuous learning, teamwork, and problem-solving. The collaborative environment fosters knowledge sharing and encourages team members to work together to achieve common goals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Emerging Technologies: Stay updated with new technologies and products to provide accurate technical support and enhance your skills.
Complex Customer Environments: Develop your ability to troubleshoot and resolve technical issues in diverse customer environments with varying hardware and software configurations.
Performance Optimization: Learn to optimize system performance and identify potential bottlenecks to improve overall customer satisfaction.

Learning & Development Opportunities:

Technical Training: Participate in technical training programs to enhance your hardware and software knowledge and develop advanced troubleshooting skills.
Conferences & Events: Attend industry conferences and events to network with other technical professionals and learn about emerging technologies and best practices.
Mentorship: Seek mentorship opportunities from experienced team members to gain insights into career growth and technical expertise.

📝 Enhancement Note: This role offers numerous challenges and growth opportunities, with a focus on staying updated with new technologies, developing advanced troubleshooting skills, and optimizing system performance. The learning and development opportunities provided by Hewlett Packard Enterprise enable technical support engineers to grow their careers and enhance their skills.

💡 Interview Preparation

Technical Questions:

Hardware & Software Knowledge: Demonstrate your understanding of hardware and software systems, with a focus on HPE products and services.
Troubleshooting Scenarios: Present detailed case studies or problem-solving scenarios that showcase your ability to resolve complex technical issues.
Customer Service Scenarios: Prepare for customer service scenarios to highlight your excellent communication skills and commitment to customer satisfaction.

Company & Culture Questions:

HPE Products & Services: Showcase your understanding of HPE's extensive product portfolio and their features.
Customer Focus: Explain how you prioritize customer satisfaction and resolve technical issues efficiently and effectively.
Teamwork: Describe your experience working in a team environment and collaborating with team members to achieve common goals.

Portfolio Presentation Strategy:

Case Studies: Highlight detailed case studies that demonstrate your ability to resolve complex technical issues, emphasizing your problem-solving skills and customer service abilities.
Process Documentation: Present well-structured, clear, and concise process documentation that showcases your understanding of hardware and software systems.
Customer Feedback: Include positive customer feedback and testimonials that highlight your excellent communication skills and commitment to customer satisfaction.

📝 Enhancement Note: Prepare for a comprehensive evaluation of your technical support skills and cultural fit within the organization. Focus on demonstrating your problem-solving abilities, customer service skills, and understanding of HPE products and services.

📌 Application Steps

To apply for this Technical Support Engineer position at Hewlett Packard Enterprise:

Customize Your Portfolio: Tailor your portfolio to highlight your problem-solving skills, customer service abilities, and understanding of hardware and software systems, with a focus on HPE products and services.
Resume Optimization: Optimize your resume for web technology roles, emphasizing your technical support experience, problem-solving skills, and customer service abilities.
Technical Interview Preparation: Prepare for the interview process by practicing problem-solving scenarios, customer service scenarios, and familiarizing yourself with HPE products and services.
Company Research: Research Hewlett Packard Enterprise's products, services, and company culture to demonstrate your understanding of the organization and its offerings.

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

Technical Support Engineer