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Field Data Center Technical Support Technician – Federal Accounts ​

Hewlett Packard Enterprise | Fort Meade MD 20755 USA | Full Time | Posted: 01/22/2021

Job Descriptiontop

At Hewlett Packard Enterprise (HPE), we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. Our legacy inspires us as we forge ahead, focused and dedicated to helping our customers make their mark on the world.

What sets us apart? Our people. Our people’s relentless commitment to partner, innovate, and act. If solving the world’s biggest technology challenges sounds like the right career path for you, read on.

HPE Pointnext Global Shared Delivery is seeking to identify highly motivated and qualified individuals for an opportunity as a Field Data Center Technical Support Technician for some of HPE’s larger Federal clients in the Baltimore/Washington area.

 In this role, you’ll provide onsite support to our Federal clients in the greater Baltimore/Washington area. No relocation assistance available.

 In this full-time position, you will use your background in field technical support or technical customer service, as well as your technical knowledge and training, to manage a strategic client relationship in this area. Based on the clients’ needs, the support services you will provide include reactive break/fix support and installations in server, networking, and storage environments.

 This position requires a current active TS/SCI with full scope poly clearance, and will require a US Government background check and fingerprinting for site access badges. As a result, US citizenship is required.

 In this position, you will:

  • be based in the Fort Meade, Md area
  • likely have a work schedule including hours of 7 am to 4 pm, Monday through Friday, and will occasionally include working weekends and holidays
  • very likely participate in regular after-hours, weekend, and holiday on-call coverage on a rotation basis
  • on a regular basis, routinely lift and carry 50+ pounds
  • likely have a company car

Key Responsibilities

As the Field Data Center Technical Support Technician, you will:

  • maintain high-level customer satisfaction by clarifying customer needs and ensuring that they are met
  • work with a wide range of enterprise technologies, primarily including Proliant servers and a variety of storage technologies
  • provide customers with an overview of installation activities, site-specific information, and access to appropriate contacts
  • respond to service, product, technical, and customer relations questions
  • handle customer-relation problems promptly and appropriately, providing guidance and escalating issues according to established procedures
  • act creatively to resolve complex customer issues
  • provide post-sales or service delivery support
  • deliver services, including customized services, to large, complex Federal enterprise accounts
  • use proactive monitoring procedures/tools to identify problem prevention opportunities
  • schedule and participate in on-site account support meetings, both internal and external
  • demonstrate consistent, acceptable performance of all business fundamentals
  • perform other duties as needed or assigned


You’ll have the opportunity to work on the products we deliver and support, while gaining experience as a Field Data Center Technical Support Technician, which can lead to future careers within HPE.


Education and Experience Required

  • ​Vocational degree (technical field preferred) or High School diploma (or equivalent), and 6+ years’ work experience in enterprise server / storage / networking field technical support


  • Associate or higher level degree (technical field preferred), and
  • 4+ years’ work experience in enterprise server / storage / networking field technical support


Knowledge and Skills Required

  • Comprehensive business, technical, or functional knowledge
  • Ability to build and maintain ongoing relationships with customers, peers and support partners
  • Strong understanding of technical IT support knowledge, as well as basic project management skills and communication and analytical problem-solving skills
  • Ability to build and maintain ongoing relationships with customers, peers and support partners
  • Ability to perform well in high-pressure situations
  • Ability to work independently and be self-disciplined
  • Ability to learn and comply with organization and policies 
  • Excellent communication skills, both verbal and written
  • Baseline proficiency with Microsoft Office suite of products, to include Outlook, Excel, and Word


About HPE Pointnext

HPE Pointnext is a global service provider and business integrator delivering solutions with speed, power, precision, and passion.  HPE Enterprise Group is responsible for the development and delivery of the IT infrastructure solutions at the core of the world’s largest and fastest growing organizations, which includes servers, storage, networking, technology services, converged data center infrastructure, Telco and cloud solutions. As part of EG, Pointnext provides world-class support and consulting services for Hewlett Packard Enterprise products and solutions.

With over 6000 consultants and project managers in 110 countries, Pointnext assists clients in realigning their IT strategies and making the best use of technology to create or capitalize on business opportunities. We offer onsite services, Internet and global technology solutions to multi-site, multi-national businesses, including manufacturing, telecom, automotive, energy, financial services, and other key industries.  Services range from warranty and product support to proactive mission-critical and business continuity services, deployment and performance services, security, and integrated support for complex multi-vendor environments.


About HPE Pointnext Global Field Delivery

HPE Pointnext Global Field Delivery works hand-in-hand with the largest commercial and public sector customers globally to effectively manage their IT needs across their businesses, and around the world.  Delivering the operational stability, cost reductions, flexibility, resiliency and scalability enterprise customers demand, Pointnext has been recognized for its leadership in enabling these customers to create new growth strategies and revenue opportunities, while maximizing their IT investments and increasing their business agility.

The complexity of technology deployment, management, and support is creating demand for evolved technology support service offerings that meet performance, cost, availability, reliability, security, and scalability demands. The appetite for Pointnext Support is expanding rapidly as enterprises of all stripes realize they can't “do it all".


About Hewlett Packard Enterprise

Tomorrow belongs to the fast, and Hewlett Packard Enterprise is in the acceleration business!

To help companies accelerate, we’ve created a new company, one that defines transformation—and defies “business as usual”. In the fast-paced, quick-release environment of the future, you need to be constantly ready for change, be resourceful, and be highly adaptable to the ever-changing business landscape.

HPE is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Hewlett Packard Enterprise is not only the company best equipped to build a bridge from where enterprise IT is today, to where it needs to be, but HPE is also an incredible place to build a career. As the only company that brings it all—software, hardware, services, and talented people with the right mindset—we help organizations innovate, stay competitive, and quickly turn ideas into value.


What we offer:

• A competitive salary and extensive social benefits

• Diverse and dynamic work environment

• Work-life balance and support for career development

• An amazing life inside the element! Want to know more about it?


HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. 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 we make 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.



Job Detailstop

Location Fort Meade, MD, 20755, United States
Categories Counter Intelligence & /SIGINT/HUMINT/MASINT, Computer Software, Computer Hardware, Customer Service & Help Desk, General, Government, Professional, Cyber Security, Engineering
Sec Clearances Top Secret/SCI with Full-scope Polygraph, Top Secret/SCI with CI Polygraph, Top Secret/SCI, Top Secret/SSBI, Top Secret/EBI, Top Secret (TS), Top Secret/SCI with Polygraph

Location Maptop

Contact Informationtop

Contact Name Scotti Hohensee
How to apply A resume is required to apply to this job. Applications are sent to employer via email. Click on the link below and follow instructions.
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Job Code 1048268