Job Description
Job scope/summary: The primary responsibility of Remote Deployment Service Engineer (RDSE) is to manage precisely planned deployments, updates and patch installations to a satisfactory resolution.
The RDSE coordinates and executes installations and deployments remotely for hyperconverged solutions, storage platforms and operating systems. On receipt of a service request the Remote Deployment Service Engineer manages the timeline, prerequisites, execution plan and all related details for the service request.
The Remote Deployment Service Engineer (RDSE) frequently contributes to the development of new ideas and methods. RDSE works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. RDSE exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. RDSE may provide mentoring and guidance to lower level employees.
Job specifics/responsibilities:
- Perform scheduled activities for customers including deployments, upgrades, vCenter migrations, and capacity balancing on Hyper Converged Infrastructure.
- Work with the customers and partners to troubleshoot issues with deployments and upgrades.
- VMware
- Hyper-V
- Networking
- Server/Storage
- Linux
- Respond to service, product, technical and customer relations questions on subjects such as planning, deployment, upgrade, features, specifications, and deployment fix on current and discontinued products, parts, and options.
- Serve as Support Subject Matter Experts (SME) for deployments and upgrades
- Assist Technical Support Engineers (TSE) troubleshooting deployment, upgrade, and other break-fix issues, as scheduling allows
- Author technical process documents for internal and customer/partner consumption
- Author and review Knowledge Base Articles (KBA) posted to the Services Access Workbench
- Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS)
- Engages team members for support as required to ensure internal or external business and end user Service Level Agreements (SLA) demands are met
- Creative and imaginative in developing customer solutions alone or as part of a team
- Provides technical support to customers and resellers via incoming customer contacts to HPE Customer Solutions Centers, focusing on solutions for various hardware faults, business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems, remotely
- Escalates issues, problems, risks, and constraints to the appropriate parties for clarification and resolution
- Collaboration with the project stakeholders to develop engineering designs, detailed project plans and work breakdown structures.
- Assess technical impact of specific activities and provide feedback for process improvements
- Promote a culture of service delivery excellence
Key deliverables/accountabilities:
- Technical process documents for internal and customer/partner consumption
- Added resolution to Knowledge Management System (KMS).
- Timely respond to to service, product, technical and customer relations questions on subjects such as planning, deployment, upgrade, features, specifications, and deployment fix on current and discontinued products, parts, and options.
- Ability to understand the customer's technical requirement or opportunity and to implement an IT solution that appropriately addresses the technical needs
- Working in Global support environment
Working relationships:
Internal:
- PS-GCC Sofia Teams
- Other HPE Teams
External:
- HPE Customers
- HPE Partners and service providers
Education (degree) and professional experience required:
- Bachelor's degree in computer science or related field, or equivalent experience.
- 2+ years’ experience in technical support/ remote deployment
