Network Support Engineer
Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.
Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce. Enterprise Group works to streamline innovation and simplify IT with superior solutions. By combining ESSN (Enterprise Server, Storage and Networking) and Technology Services into one division, we gain a strategic advantage in our focus on “Converged Infrastructure”. The HPE Enterprise Group supports our customers with the transformation and integration of their technology. We are there for our customers come join us! Role – HPN L2 EngineerDesignation – Technology Solutions Consultant Shift 24 × 7 Experience /Knowledge.4-10 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 HPE) at all levels, across a geographic region. Demonstrate strong written and verbal communication skills. Possess a strong customer focus with the ability to control elevations; balancing the needs of the customer, the HPE account team and the HPN division. Demonstrate business judgment, decision making skills, negotiating skills, time-resource management, in-depth product knowledge, complex problem solving, creativity, teamwork, knowledge of quality processes, political astuteness, knowledge of HPE organization, flexibility, perseverance, ability to handle multiple activities simultaneously, sensitivity in dealing with diverse cultures and ability to learn quickly. Technical Skills – Broad technical knowledge on HPN solutions- Core technical knowledge on HPN, MV and related networking product and technologies – Technical knowledge and experience on network management – The ability to clarify and analyze a technical problem and develop a solution Essential Skills: – Network technologies including Routing, Switching, Wireless, Security and Network management- Technical knowledge on Windows, Linux and other operating system- Knowledge of network hardware and architecture- Demonstrate an in depth understanding of several products in more than one functional area involving usage, configuration, and interaction with other products.- Affinity with hardware related support processes 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
- Checkpoint/Nokia – Security
Good to have knowledge on
- Avaya/Alcatel Lucent
Sophistication of customer Interaction – Demonstrates high level of technical & account management communication skills and expertise in communicating with Customers & internal organizations.- Adds Customer Expectation management as part of the Escalation process.- Manages the solution process with high management attention in a complex environment. – Ability to isolate obscure problems of unknown origin. – Takes responsibility for delivery processes such as: End-to-End problem ownership solutions. – Leads & develops customer relationships. – Leads high level cross organizational customer orientated projects Education/ CertificationBE/BCA/BSc Good to have Certifications like: HPN MASE/ASE, Cisco CCNP or similar level certification. Key Responsibilities-Provide HPE customers & Engineers troubleshooting & support in the areas of HPE Networking and related areas.Specifically: – Provide leadership in technical problem management and the resolution of all issues, working closely with end customers and HPE 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) Business Skills – Excellent Communication Skills – Demonstrated written and verbal communication skills in English- Experience in interacting/Supporting Level 1 Support teams and Customers- Must be a Team player and show ability and willingness to motivate and support other engineers- Must have a ‘service and support’ mind-set- High Analytical skills- Must be able to process multiple information and analyze the same- Must have the ability to prioritize and manage multiple reactive tasks – Skills in developing ‘Action Plans’ for customer resolution. And technical escalation management Hewlett Packard Enterprise Values:Partnership first: We believe in the power of collaboration – building long term relationships with our customers, our partners and each otherBias for action: We never sit still – we take advantage of every opportunityInnovators at heart: We are driven to innovate – creating both practical and breakthrough advancements What do we offer?Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers You can also find us on:https://www.facebook.com/HPECareershttps://twitter.com/HPE_Careers
Engineering graduate in any discipline with 4-10 years experience
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