Customer Solution Center Graduate

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems
• 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 (warranty through mission-critical)
• resolve incoming internal or external businesses and end user's problems via telephone and e-support
• articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS)
• proactively assist customers to avoid or reduce problem occurrence
• engage team members for support as required to ensure internal or external business and end user SLA demands are met
• first point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions
• respond to automated detected events from the HPE monitoring systems, validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident
• enter incident details and progress of incident resolution into the HPE Incident tracking system
• perform diagnostics on IT infrastructure including Routers, Switches, Firewalls, HP-UX, Suse Linux, VMware, MS Windows Servers and Storage
• undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation
• identify customer sensitive situations and instigate management escalation
• ensure that the details of the incident and resolution are correctly recorded into the HPE ITOC Australia Incident tracking system servicenow
• maintain a high level of customer satisfaction by owning issues, managing communication both within HP and with the customer, leveraging the wider HP resources to assist and following incidents through to resolution
• maintain a thorough understanding of ITIL best practice
• demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business
• ability to deal in a fast-pace and high-pressured environment

• Bachelor's degree preferred or Diploma degree holder
• completion in 2025 or 2024
• broad knowledge and passion for the IT industry
• excellent verbal and written communication skills
• technical troubleshooting skills
• excellent analytical and problem-solving skills
• software and hardware knowledge of computing, storage and peripheral devices
• proficiency with case management databases and tools
• superior customer service skills
• phone and remote support experience
• e-support experience an advantage

e-support experience

• Health & Wellbeing package
• comprehensive suite of benefits supporting physical, financial and emotional wellbeing
• personal & professional development programs
• inclusive work environment