L3 TAC Enterprise Switching Technical Support Engineer
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.
Who We Are:
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 varied 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.
Job Description:
We are a diverse team of dedicated and highly skilled people who represent many nationalities, working in a dynamic and flexible organization, dedicated to delivering better-than-expected support for our customers. If you are an experienced network engineer, have in-depth knowledge on networking protocols and love to troubleshoot, don’t hesitate and apply today!
What you’ll be doing:
Case Management:
- Manage high-priority, complex incidents and problems for customers using our support portal, ticketing system, or communication tools (phone, email, etc.).
- Take ownership of high priority or critical customer issues, isolate product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
- Replicate customer environments and issues in lab and collaborate with Engineering teams in providing bug fixes on software issues reported by customer
- Collaborate with Service Managers and Technical Service Advisors on high-profile technical issues, and participate in customer meetings to lead technical discussions
- Enhance and sustain proficiency in core products and technologies, and identify any training requirements as the technology evolves
Knowledge Base Management:
- Contribute to technical documentation (FAQs, Solutions, Knowledge Base) for internal and/or external use
Continual Improvements:
- Suggest ways to improve team performance and increase customer happiness. Work with various technical teams within HPE regarding new products and feature improvements for reliability, availability, and serviceability
What we’re looking for:
- Bachelor's degree in engineering, computer science or related field, or equivalent experience
- At least 4+ years of experience in supporting large enterprise, datacenter, cloud and/or ISP networking environments
- Proven experience in at least one of the following technology areas and willingness to develop skills in the other areas:
- IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
- Routing technologies: OSPF, ISIS, BGP, Multicast protocols (IGMP, PIM)
- Switching and Data Center technologies: VLAN/Trunking, STP, RSTP, VSTP, VXLAN/EVPN
- Experience with traffic generators and network protocols analysis tools
- Strong problem-solving and troubleshooting skills
- Strong customer management and customer service skills
- Excellent communication and presentation skills
- Able to work effectively under pressure and maintain a structured approach based on priorities
- Able to effectively prioritize and balance time and actions to achieve results
- Flexibility to take on different technologies, tasks and/or responsibilities depending on the overall goals of the team
Nice to Have Qualifications:
- Working experience with Operating System architectures (Linux/FreeBSD), Scripting languages (Python/TCL/Perl/Ansible/Puppet/C/C++/others), Virtualization, Service daemons (DHCP/DNS/TACACS/Radius), DevOps
#LI-Hybrid
Additional Skills:
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
EngineeringJob Level:
TCP_03
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
No Fees Notice & Recruitment Fraud Disclaimer
It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.
Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.
