Second line tech support at Hewlett Packard Enterprise

Start Date:
Newcastle Upon Tyne
Programme Type:
Apprenticeship - Advanced Level (Level 3)
£12,000 annually
Review Date:
March 2016

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1. Please give an overview of your role and what this involves on a day-to-day basis:


I am a queue manager for a second line tech support service within Hewlett Packard Enterprise. I comb through the incident queues and solve any simple fixes that would otherwise take time away from more experienced agents.

2. Have you learnt any new skills or developed existing skills?


I've learned to use the tech support tooling that the team uses, and some skills in dealing with managers and co-workers. Small amounts of presentational skills were required during on boarding that took some development but haven't entirely come into use again so far.

3. To what extent do you enjoy your programme?


The onboarding process has been incredibly lengthy and arduous, after a number of months I have only been tasked with a work role in the last few days. It's hard to complain about being paid without any real work, but until recently it has been a bit dull.

4. How valued do you feel by Hewlett Packard Enterprise?


Until recently I've been pretty much ignored and unused, but now I've had some training and I've been slotted into a very busy team everyone is very much keen on getting me working as new hands on deck are in high demand.

5. How well organised/structured is your programme?


It has been slow with a lot of hold-ups to begin with, but things are moving forward now at a better pace now that I am fully under the wing of my new team.

6a. How much support do you receive from your training provider?


The external provider, QA, has provided regular courses as well as monthly check ups with an assessor to look at coursework progress. Response by email is slow, but otherwise it's excellent.

6b. How much support do you receive from your employer?


My line manager is planning a monthly 1:1 meeting to update us on news and future plans. My work manager has been very helpful, very hands on, with getting things started and working, I know I can message him at any time if needs be.

7. How well does your salary/package meet your costs?


My salary easily covers travel and food costs, with a pay rise next year it would even be viable at that point to move out and pay rent and bills with some small savings left over.

8. Are there many opportunities outside of work?


There are a number of events outside of work for socialization, as well as a number of online training courses meant for grads that are available to us.

9a. Would you recommend Hewlett Packard Enterprise to a friend? *


9b. Why? *

My friends going to Uni will come out with 40 grand of debt and a degree. In the same amount of time I'll have more Microsoft Technical qualifications than I can count on both hands, 40 grand and 3-4 years of work experience. I think that speaks for it's self.

10. What tips or advice would you give to others applying to Hewlett Packard Enterprise? *

Patience, compliance, a good sense of humor. Unless major overhauls are made with the onboarding process then it will take a few months for the gears to get turning, but you're getting paid and once things are moving things are great.

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