Technical Support Specialist
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.
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:
This position is for an existing vacancy. All interested candidates are encouraged to apply.
The Technical Support Specialsit will support Security products, working directly with our customers and partners. Work with highly knowledgeable group of customers and as escalation point for other TAC groups within the organization. Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab. Provide technical expertise and guidance during testing, deployment and operational phases of networks. Manage critical customer issues and facilitate communication between customers, escalation, and engineering. Be a customer advocate for timely resolution of issues and for problem reproduction and escalation. Document and reproduce customer related networking problems, and if necessary coordinate fixes by engineering department. Develop technical specialties and prepare technology white papers on these areas. Participate in cross functional tasks such as new product development projects, support readiness teams, KB and other documentation activities. Help improve processes and tools.
Responsibilities:
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Provide Tier 3 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.
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Identify the bugs and work with relevant teams towards the fix.
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Represent customers in internal meetings/discussions.
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Perform review of cases and provide quality feedback
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Provide on-site support for customers when needed.
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Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website.
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Ability to travel (both domestic and abroad) is probable (although this would be a small percentage of time).
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Ability to work on a weekend (either being staffed or through oncall methods)
Education and Experience Required:
- Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
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2-4 years of networking experience.
Skills required:
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Very Strong TCP/IP knowledge.
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Strong understanding of Routing and routing-protocol experience required, with strong transferable skills in other networking disciplines.
- Strong Routing Protocol Knowledge (OSPF, BGP, RIP) skills required. Experience with IS-IS, MPLS, Multicast and various WAN protocols.
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Strong working knowledge in both Unix/Linux and Windows
- The ideal candidate will be able to analyze sniffer traces and resolve various routing issues.
- Strong Understanding of High Availability concepts (HSRP, VRRP)
- Knowledge of Security Technologies (Firewall and VPN)
- Working Knowledge of Load Balancing concepts
- Knowledge of Python and scripting languages are an advantage..
- Excellent Communications and Interpersonal Skills required.
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Ability to learn and integrate new technologies in a fast-paced environment.
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.
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Job:
Engineering
Job Level:
TCP_02
"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– Canada: Annual Salary CAD 67,500 - 117,500 in Ontario
The listed salary range reflects base salary. Variable incentives may also be offered.
L’échelle salariale prévue pour un nouvel embauché basé au Canada occupant ce poste est indiquée ci-desus. L'offre peut varier dans cette échelle en fonction de l'emplacement géographique, de l'expérience professionnelle, de et/ou du niveau des compétences. S'il s'agit d'un rôle de vente, l'échelle salariale indiquée reflète le salaire de base combiné à la rémunération des ventes ciblées. S'il s'agit d'un rôle non commercial, l'échelle salariale indiquée reflète uniquement le salaire de base. Des incitations variables peuvent également être proposées. "
Information about employee benefits offered in Canada can be found at https://myhperewards.com/pdf/hpe-recruit-brochure-can.pdf
Des informations sur les avantages sociaux offerts sont disponibles sur https://myhperewards.com/pdf/hpe-recruit-brochure-can-fr.pdf
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.
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We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.
