Managed Services Manager with German

Sofia full-time

About us

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 diverse 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.

Responsibilities

Responsibilities:

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). .
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
Ability to articulate clearly, recommend and explain resolutions /clients.
Understand and utilize ITIL.
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

Education and Experience Required:

First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
5-7 years experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.

Requirements and necessary skills

Excellent verbal and written communication skills in English and German language.
Advanced troubleshooting skills in a technical environment.
Excellent analytical and problem solving skills.
Advanced Software and hardware knowledge of computing, storage and peripheral devices.
Specific knowledge and training with the company's products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support experience. E-support experience, knowledge and resolution ability.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability train peers on solutions.
Ability to take full ownership for resolution with escalated customers.
Ability to lead technical action plans.
Lead or provide expertise to teams or projects.
Highly Developed knowledge of more complex solutions.

We offer

"At HPE, we deliver equal opportunities, flexible work-life balance and constantly evolving career growth as well as competitive benefits, salary and shared values and purpose.

HPE is an equal opportunity employer: minority, female, veterans, individuals with disabilities, LGBTQIA+ and affirmative action. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives and skills. We do not discriminate and all decisions are made on the basis of qualifications, merit and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together."

Contact Information

Phone: +359 2 815 2030

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