SPG Call Center Team Member, (Clearance R equired, TS SCI w/Poly) San Antonio, TX, Onsite

SPG Call Center Team Member

This role has been designed as "Onsite" with an expectation that you will primarily work from an HPE partner/customer office.

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 know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

US Citizenship required

Clearance required: TS/SCI with Full Scope Poly

Work Location: San Antonio, Texas

Work Shifts: Must be available to work on-site daily. This is not a remote role.

Various Fixed Day, Evening, and Weekend Shifts available with 4 days on and 3 days off. To be determined/discussed during the interview process.

• 12hr Day shift hours 6am - 6pm
• 12hr Night shift hours 6pm to 6am
• 8 hr Night shift starts 6pm to 4am and other night shift person is 10pm to 7am
• 8 hr days (6am to 3pm and 10am to 7pm)

Responsibilities:

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.

Knowledge and Skills:

• Working knowledge of Level 1 (L1) IT support processes, including incident management, ticket triage, categorization, prioritization, and escalation.
• Familiarity with IT service management (ITSM) platforms such as ServiceNow, Jira, and Salesforce for ticket creation, tracking, and reporting.
• Basic understanding of IT hardware and network fundamentals (LAN/WAN, VPN, DNS, TCP/IP, firewalls, connectivity troubleshooting).
• Ability to operate within and follow strict protocols in air-gapped and secure network environments.
• Experience monitoring alerts across multiple systems, dashboards, email queues, phone lines, and chat platforms simultaneously.
• Strong attention to detail with the ability to accurately document technical information and customer interactions.
• Ability to follow established Standard Operating Procedures (SOPs) and escalation matrices.
• Excellent verbal and written communication skills with a professional phone presence.
• Strong organizational skills with the ability to manage multiple tickets and competing priorities in a fast-paced environment.
• Critical thinking and problem-solving skills to perform initial troubleshooting and determine appropriate dispatch actions.
• Ability to work independently as well as collaboratively within a team-oriented operations environment.

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical field) with 1-3 years working experience in related fields desired.