Join to apply for the Technical Service Advisor 4 role at Hewlett Packard Enterprise
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week 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.
Job Description
The Advanced Services team provides exceptional outcomes and remarkable customer experience through forward-looking technical services to optimize network reliability and performance for designated customers.
Key responsibilities include:
- Represent Juniper customer service to the customer and as representative of the customer back to Juniper.
- Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team.
- Support the account/customer with alignment to services sales and product sales activities.
- Tracking and managing the deliverables of Juniper Premium Care, Juniper Care Plus (JCP), Juniper Optimum Care (JOC), Advanced Customer Support (ACS), and advanced options including credits and training credits for the customer or partner.
- Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams.
- Proactively escalates and brings people with required expertise together in order to bring critical and important issues to closure.
- Act as an interlock between Customer and Juniper Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.
- Coordinate and oversee all customer service delivery into the account.
- Early engagement regarding major projects to consider service requirements, risk management, and expectation setting with the account team, partners, and customer.
- Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality.
- Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports.
- Uses professional knowledge to review and assess open software defects.
- Delivers proactive consulting services such as technical analysis and recommendations.
- Partners with Customers in conducting periodic Juniper product health checks in order to identify potential product improvement areas.
- Reviews and evaluate network plans and assists in the planning of new feature implementation and product deployment.
- Engages with Juniper engineering teams to improve potential quality issues with products.
- Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.
Skill specifications
- The candidate is encouraged to have a deep understanding of core IP networking concepts.
- Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.
- Experience working in large enterprises, Network service providers have added advantage.
- ITIL Framework process knowledge will be an added advantage.
- Experience and desire to work on automation will be valuable in long run.
- Amiable communication, interpersonal and social skills will make a difference!
- Juniper product certifications (JNCIS/JNCIP/JNCIE nice to have ) or industry equivalents are helpful.
Qualification And Experience
- We generally prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent.
- 8+ years experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks.
- Experience with customer facing roles will prove to be an asset.
- An upper intermediate level of English is required.
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.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness.
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer.
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