L2 Security Engineer
Core
Resolve technical hardware and software issues for internal and external customers, providing proactive support and troubleshooting for computing, storage, and peripheral devices.
Role type
L2 Service Support Engineer
Builds
Customer support services and technical resolutions for HPE products
Domain
IT Services / Hardware & Software Support
Deliverable
client delivery
Required skills
hardware troubleshooting, software troubleshooting, case management tools, ITIL framework, customer service, analytical problem solving, team leadership, mentoring
Preferred skills
BA/BS degree, vocational certification, sales pursuit partnership
Technologies
case management databases, ITIL libraries
Responsibilities
Resolve technical issues from incoming contacts and proactive notifications, answer product and repair questions based on customer entitlement, prevent problem occurrence, lead resolution activities for escalated customers, mentor new agents, represent the company at customer locations and conferences, partner with the Sales Pursuit team
Seniority
Specialist, hands-on IC