DC OSS - Network Support ( Network Tier 2 )

DC OSS - Network Support ( Network Tier 2 )

Job Description:

Position Title

Tier 2 NW support

Technical Skills

  • Broad technical knowledge of Networking and Networking Solutions
  • Core technical knowledge on HPN, Cisco, Aruba and related networking product and technologies
  • Deep technical understanding of Routing, Switching, Wireless, Security and Network management
  • Good Knowledge and understanding of networking hardware and architecture
  • Deep technical understanding of Designing, Installing, configuring, of Network, Security, Wireless products.
  • Understanding of Windows, Linux and other operating systems preferred
  • Understanding of Storage and Industry standard servers preferred

Preferred:

  • Good understanding of Networking Technologies, Service and Support of Networking products from:

HPN – ProCurve and H3C (Routing & Switching, Wireless, Network management (PCM+IMC)

Cisco - Routing & Switching, Wireless, Security and Network management

Aruba – wireless devices, Airwave

  • ITIL V3 foundation certification

Key Responsibilities

  • Provide HP customers & Engineers troubleshooting & support in the areas of HP Networking and related areas.
  • Operate, Administer and Govern customer network setup.
  • Specifically:
  • Provide leadership in technical problem management and the resolution of all issues, working closely with end customers and HP remote and field support staff.
  • Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant managers;
  • Participate in after-hours remote support rosters;
  • Identify and contribute to projects to improve product support, customer satisfaction and team efficiency;
  • Be aware of, and contribute to the improvement of, team performance as measured in the team Business Fundamentals Tables (BFT).
  • Technical writing skills will be required to publish Issue resolution documents
  • Required to communicate effectively with Technical and Non-Technical stakeholders and should have the ability to drive the conversation/discussion
  • Must be able to interact with colleagues from different countries and background (own team, members of SC and Product Divisions)
  • Participate/Drive ITIL based change management, Problem management, incident management.

Experience /Knowledge.

  • 2-3 years of demonstrated experience in Network troubleshooting including service and support on networking products such as routers, switches, wireless controllers, firewalls etc.
  • Ability to isolate and solve complex technical/business problems with the ability to interact with people (customer and internal HP) at all levels, across a geographic region.
  • Demonstrate strong written and verbal communication skills.

Education/ Certification

  • Good to have Certifications like: HPN MASE/ASE, Cisco CCNP or similar level certification.
  • Preferred certifications like HP MASE, HP ASE, CCNP, Aruba

Education/ Certification

  • Good to have Certifications like: HPN MASE/ASE, Cisco CCNP or similar level certification.
  • Preferred certifications like HP MASE, HP ASE, CCNP, Aruba

Job:

Services

Job Level:

Entry

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.


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