Engineering Resolution Team Engineer Graduate

About the Role

Hewlett Packard Enterprise is seeking an Engineering Resolution Team Engineer Graduate to join their Customer Solution Centers. This onsite role focuses on hands-on technical investigation, testing, troubleshooting, and resolution of hardware, software, configuration, and system-integration issues within an engineering laboratory.

Key Responsibilities

• Investigate, reproduce, troubleshoot, and resolve hardware, firmware, configuration, interoperability, and system-integration issues in an engineering laboratory.
• Set up, configure, test, and troubleshoot computing, storage, networking, peripheral, and related infrastructure systems.
• Analyze customer and field reported issues using logs, diagnostic tools, test results, product documentation, and laboratory resources.
• Develop and execute test plans to isolate faults, identify probable root causes, and validate corrective actions.
• Evaluate unique or complex installations, configurations, and system interactions and recommend appropriate resolutions.
• Validate workarounds, replacement components, firmware updates and configuration changes before recommending implementation.
• Perform approved component replacement, system rebuilds, reconfiguration, and other hands-on diagnostic activities.
• Respond to service, product, technical, and customer support questions.
• Provide support in accordance with applicable customer entitlement.
• Proactively identify recurring issues and recommend actions to prevent or reduce future problems.
• Maintain accurate and timely case records in approved case management and engineering systems.
• Document test conditions, system configurations, troubleshooting activities, root-cause findings, corrective actions, and validation results.
• Add validated case resolutions, procedures, and technical findings to the Knowledge Management System (KMS).
• Escalate suspected product defects, documentation gaps, recurring issues, and other concerns through established processes.
• Engage engineering, field service, technical support, service delivery, and Authorized Service Provider teams as required.
• Coordinate activities to support applicable service-level agreements, quality standards, escalation requirements, and customer commitments.
• Communicate technical findings, recommendations, and status updates clearly in writing and verbally.
• Represent the company professionally during approved customer-site visits, industry conferences, trade shows, vendor meetings, or technical reviews.
• Develop effective partnerships with and provide technical support to the Sales Pursuit team.
• Advocate for customer needs while balancing technical feasibility, service entitlement, security, safety, policy, and business requirements.
• Contribute to improvements in laboratory methods, troubleshooting processes, diagnostic tools, technical documentation, and customer-resolution quality.

Requirements & Tech Stack

• Onsite role with primary work from an HPE office.
• Experience in laboratory engineering, technical support, infrastructure support, systems engineering, field service, hardware troubleshooting, or a related technical environment.
• Experience setting up, configuring, testing, and troubleshooting computing, storage, networking, operating-system, or peripheral technologies.
• Working knowledge of computing, storage, networking, operating systems, peripherals, and related infrastructure.
• Ability to build, modify, test, and restore laboratory configurations accurately and safely.
• Ability to develop test plans, interpret test results, and document repeatable technical findings.
• Proficiency with diagnostic tools, test equipment, system logs, monitoring utilities, and technical documentation.
• Proficiency with case-management, engineering documentation, laboratory asset, and knowledge management systems.
• Ability to prioritize multiple investigations and manage work according to established timelines.
• Ability to follow applicable laboratory equipment handling, security, environmental, and safety procedures.

Qualifications

• Vocational or technical certification, apprenticeship completion, associate degree, or equivalent practical experience.
• Relevant industry certifications or technical qualifications, where applicable to the assigned technology portfolio.

Skills

• Demonstrated experience troubleshooting technical issues in a laboratory, engineering, infrastructure, or technical support environment.
• Strong analytical, root-cause analysis, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to explain technical findings and recommendations clearly to technical and nontechnical audiences.
• Strong customer service and customer relationship skills.
• Ability to collaborate effectively with engineering, support, field service, service delivery, sales, and business teams.
• Ability to communicate effectively in the language required for the assigned customer population or market.

Working Conditions

• Regular presence in the engineering laboratory is required.
• The role may involve working with servers, storage systems, networking equipment, electronic components, racks, cabling, powered equipment, and other technical hardware.
• The position may require standing, walking, reaching, bending, and handling technical equipment within established safety and equipment handling limits.
• Occasional travel, customer-site visits, vendor meetings, industry events, or technical reviews may be required, depending on business needs.