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Job Description :
The Technical Solutions Consultant will provide technical support on ARUBA Networking products within the Global Support Center (GSC), manage customer elevations, document, replicate, and escalate to Engineering Resolution Team on ARUBA Networking products.
This position will provide technical expertise on ARUBA product lines and associated technology. Provides consultation to other GSC ARUBA engineers and may develop and provide training to other internal organizations.
Daily Duties and Responsibilities :
Works on complex networking problems where analysis of situations or data requires an in-depth evaluation of various network topologies and protocols.
Must exercise judgment within broadly defined practices and policies to selected methods, techniques and evaluation criterion for obtaining desired results.
Provides technical support through standard processes for ARUBA product lines, i.e Wired, Wireless, and SW management applications
Provide in-depth technical pre / post-sales support on a daily basis for customers, resellers, reviewing trouble shooting and debugging network packet traces, product logs, and existing product configuration.
Write problem resolution documents for ARUBA’s knowledge database. Transfer technical knowledge’s when working with other support engineers to avoid repetitive elevations.
Develop and implement technical action plans for problem identification, available workarounds or final problem resolution.
Use technical skills and interpersonal skill to resolve complex networking problems, work with and assist Engineering Resolution Team with replication and potential resolution of product bugs.
Develop advanced troubleshooting procedure for complex technical problems, may assist in the design and configuration support remotely.
Interface with a variety of internal organizations including but not limited to : Other HPE Call Centers, Support and Sales Management, Global Logistics, Product Marketing, and field personnel.
Work directly with other ARUBA Call Centres to ensure a consistently high level of internal and external processes, system workflows, and customer satisfaction results with regards to ARUBA’s products, services, policies, and service delivery quality control standards.
Work hours : Primary Region of Americas :
LAC time zone coverage.
On-call for After Hours, Holiday and Weekend support availability in a team rotational basis
Education / Qualifications :
2 year Technical Degree or Technical School certification or 1-3 years networking technical support assistance with industry recognized certifications and direct customer interaction experience.
Skills / Experience :
3-5 years experience in relevant technologies and customer environments
Strong experience within the networking industry, technologies and LAN / WAN / WLAN products.
Industry networking certifications a plus
ARUBA wired / wireless certification needed.
Candidates should have the capability to use WAN / LAN / WLAN protocol analysis tools such as Wireshark. With the ability to analyze to the packet protocols.
Experience with Wireless, Switching and Routing, with one of the other below technologies in the troubleshooting, configuration, and problem diagnosis :
Switching and Routing Experience with the configuration, implementation and problem diagnosis of enterprise networking equipment.
Should have experience with several of the following technologies : 10 / 100 / 1000 / Gig Ethernet standards, DHCP, VLANS, QOS, STP, PVST, Spanning Tree, BGP, IGRP, OSPF, MPLS, RIP, TCP / IP, etc.
Wireless Experience with wireless standards. Wireless encryption techniques such as WEP, WPA and Radius Authentication.
Security 802.1x, Radius, TACACs, Web, Wireless, client authentication access protocols.
Network Management Clearpass and Airwave
Ability to take responsibility for customer issues and have the initiative to resolve issues reactively and proactively, across organizations, and with sound technical and business decisions to maximize customer satisfaction
Very good business verbal and written communication in English.
Able to travel when required and provide standby and on-call rotation duty for weekend, after hours or holidays.
Personal Competencies :
Committed customer service ethos
Self-motivation and real time learning
Positive attitude in a team and collaboratively
Articulate in customer communication and documentation