echnical solution consultant fall under Customer support center division of HPE so its tech support for supporting what ever product you are hired for. If you think its chilled out job and laidback job its not reality. It is mostly stressful job you have to deal with customers on call. Read through all your doubts will be cleared in one answer, If you felt its helpful or experienced the same vote so others can get help form this post.
I wont touch micromanagement in detail but worth mentioning it here because note my words customer support business units has highest levels of micromanagement, attrition, non learning and HPE is no exception it exists.
Let me explain a typical day as Technical solution consultant in HPE because most of them are quite confused what the role is all about and note its same for 95 percent of cases if you join as L0 (graduates) L1(BTech) and L2(Experienced in tech support) its same role with little advancement.
There are 2 categories in this its voice and non voice
For Voice role L1 and L2 it goes like this (8 hours work + 30min break + 15min break + 15min break)
You will start day by logging in to VOIP phone like avaya phone (This will be recorded as your punch in time) and you will punch available on phone and immediately you will be placed in queue and customer calls will end up on your VOIP phone as your turn comes and you will need to answer the call in specified seconds like say 10 seconds.
Later we start looking at previous days tickets which you might need to action on and you will call the customer and get status or troubleshoot provided if your colleague is available in queue if not you will need to wait for the other person to be available in queue to receive calls and you can carry on with your pending backlog.
You are eligible for 1 hour split break and 8 hours work, break policy will need to be followed strictly you are not supposed to take a break if there is no one available in the queue to receive calls, you can need to wait for anyone to complete their call and come to queue and later you can enjoy your 30min or 15min break. For restroom you will be given 10min in a day and you will have to split and manage it for restroom breaks.
Work will be relate to troubleshooting with the customer for products/service they sell so basic knowledge in server, storage, networking etc is required. Customers might call you for example his server is not powering on you will need to verify the gstn, warranty, contract and help finding hardware problem and replace it. Learning is limited so you will be more of a break fix guy consider its pretty much like supporting a consumer laptop except you will support something like server hardware.
Most important of all your performance will be measured on Communication skill and customer call handling skill and number of calls you take, it plays very important role, your calls will be regularly monitored and they will provide feedback and marked down on grammar mistakes, sympathizing, empathizing bla bla etc. If you are joining as Technical solution consultant just check off all those tech skills just focus on communication and call handling.
Non voice mostly L0 it goes like this (8 hours work + 30min break + 15min break + 15min break)
You will start day by logging in to VOIP phone like avaya phone (This will be recorded as your punch in time) here you will be assigned tickets in round robin and you will need to either try resolving it remotely and use mails or escalate it to next level.
You will do the same look into previous tickets and action over mails or remotely if escalated a ticket some teams need you to follow updates on the ticket pretty much like incident management.
Breaks are the same except you will be assigned tickets here.
Your performance be measured based on how many tickets you worked on and how much you scored in communication mail auditing like grammar etc.
Now you might have few questions in mind.
Will extra knowledge you have learnt or gained some specialized certification help grow here? - To some extent, dont expect much because job is more aligned towards customer support hence its more of Communication skill and customer call handling skill because if issue is complex its over your head as any customer support.
To what extent will i learn and is it good considering if you are an BTech? - It depends on what you are looking for pay or career, You might get good pay in the beginning but saturates later as nature of this job has no natural progression(max 20 percent of learning intensity compare to SDE) so you will be stuck and digest this one you might loose problem solving capability over few years due to nature.
What should i choose if i have a programmer analyst, Business analyst, SDE, System engineer and TSC at HPE? - Straight answer do some research on jd, quora, fourms,glassdoor and get facts, If i knew this before i would have opted for programmer analyst, Business analyst, SDE, System engineer any day.
Can i join now and move to other job roles within company like developer? - If you want to move to Developer,SDE roles just dont join here its not possible because TSC in HPE falls under customer support division and development division is different, guys you need to know that there is something called as Horizontal(tower,BU)/Vertical hierarchy, Not easy to switch development business unit if at all you will be wasting at least 5 years minimum to move to jr developer or testing position not worth you time. (Remember guys most of the companies lie about career growth and job roles digest the reality dont waste your 5 years to start fresh again)
Can i join here and move to higher roles like ones in IT operations? - Yes you can provided if you invest your time getting specialized certifications, but i would suggest you to look out quickly thats how you get hike and learn something new. so typically i would recommend 6 months to 1 year for change because of 2 reasons, one there not much value for certification or your knowledge in HPE as per what i have observed, two you will get into so called comfort zone(i call it forcing your brain to incapability for problem solving by putting yourself in a constant repetitive task and training it to become incompetent) and you will never be able to take up interviews that demand good technical and problem solving skills.
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