SPG Call Center Team Member; Clearance Required, TS​/SCI Poly Onsite, San Antonio, TX

Who We Are

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next.

We value varied backgrounds and offer flexibility to manage work and personal needs. We make bold moves together and are a force for good.

Within the family there is a range of technical and managerial customer on‑site functions. The role focuses on managing the onsite delivery of software services, pre‑sales, post‑sales, or service delivery support, installation, and configuration for customer environments. The job solves various business systems, networking, and application problems for standard industry servers, specialized or complex clustered environments. You deliver reactive and proactive activities according to Service Level Agreements to ensure customer satisfaction and loyalty, providing direct post‑sales systems on‑site technical support and maintaining high customer satisfaction by aligning business and technical solutions.

• US Citizenship required.
• Clearance required:
  
  TS/SCI with Full Scope Poly.
• Onsite daily work required.
• Shift times:
  Nights (nine‑hour shift 6pm‑3am or 10pm‑7am; twelve‑hour shift 6pm‑6am), Days (nine‑hour shift 6am‑3pm or 10am‑7pm; twelve‑hour shift 6am‑6pm). Specific days and times will be discussed during interview.

• Apply advanced technical knowledge to operate one or more technology areas (e.g., server administration, security management, performance management) or critical or high‑risk customer groups.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve single‑ and cross‑technology incidents independently and work with team members on unusually complex incidents.
• Proactively and reactively look for solutions to prevent problems from occurring within the team/technology area.
• Apply company solutions to meet highly complex customer needs.
• Identify additional services that could lead to future service revenue growth.
• Provide technical consulting during contract renewal discussions.
• Build and maintain strong relationships up to senior management level in assigned accounts.
• Design and deliver support solutions using specific industry knowledge and expertise.
• Assist in managing delivery of industry support solutions.
• Lead customer expectation management as part of escalation process.
• Lead cross‑team or large programs/projects.
• Coach or guide junior consultants.

• Thorough knowledge of company products and services, organization, competition, third‑party products, and market trends.
• Broad knowledge of corporate organization, job roles, and policies.
• Comprehensive business, technical, or functional knowledge at an expert level.
• Communicate tactfully with diplomacy up to senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem‑solving skills (proactive, reactive, and creative).
• Employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
• Well versed in core technical competencies and peaked in some technical area(s) with intermediate skills in project management, communication, analysis, and presentation.
• Provide suggestions for operational efficiencies.

• Bachelor’s degree preferred or Associate degree holder in a technical field with 5–7 years of related working experience desired.

Health & Wellbeing – Comprehensive benefits supporting physical, financial, and emotional wellbeing for team members and their loved ones.

Personal & Professional Development – Programs catering to career goals, whether becoming a knowledge expert or applying skills to another division.

Unconditional Inclusion – Inclusive work culture celebrating individual uniqueness with flexibility to manage work and personal needs.