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Lead and drive end-to-end troubleshooting for customer-reported hardware and software issues while acting as a customer advocate. Provide technical expertise during testing and deployment phases while mentoring peers and maintaining documentation for the ARC customer network.
Requires a Bachelor's degree in Electronics, Engineering, or Computer Science with at least 5 years of experience in the networking industry. Candidates must possess deep knowledge of Juniper platforms and routing protocols, with preferred certifications including JNCIS, JNCIP, or CCIE.
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.
What you'll do:
Lead and drive troubleshooting on customer reported issues.
Isolate product issue at hardware/software level, drive the case end-to-end for permanent fix; replicate customer environments in lab, document communication with customers/internal team (Engineering & Client management team).
Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
Gain in-depth knowledge of the infrastructure and technologies that are present in customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
Partners internally with other services teams to deliver focused support by participating in customer reviews, network trainings and driving critical issues to resolution.
Keep the other support teams trained on the designated ARC customer network, practices followed.
Provides technical expertise and guidance during testing, deployment, and operational phases for ARC customers.
Participate in tasks such as new product development projects, knowledge base creation, trainings, and other documentation activities.
Mentor newly hired support engineers and peers in technical areas of specialty.
Products to be supported - Juniper Switching platforms - (EX, QFX, etc.,)
This is an individual contributor role. There will be weekend coverage as per roster and pager rotation coverage.
Primary Skills required:
Excellent Customer handling and communication (verbal and written) skills
Thorough understanding of -
Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS)
Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
Multicast protocols [IGMP, IGMP-snooping, PIM]
Prefer to have understanding/Exposure/Expertise in one or more areas :
Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN
Perl/Python/Unix/Expect scripting
Requires B.E. in Electronics/Engineering or Computer Science ( or equalent) with minimum 5 years’ experience in Networking Industry.
Following candidates having any of following experience will be preferred and minimum experience criteria may not apply -
7+ years extensive JUNOS experience OR minimum 5+ years’ experience in Troubleshooting Datacentre networks, Enterprise core networks.
Platform Knowledge: Juniper (routers, switches), Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent)
Preferred Certifications - JNCIS/JNCIP/JNCIE/CCNA/CCNP/CCIE and other equivalent.
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.
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.
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.
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
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.
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.
Official LinkedIn of Hewlett Packard Enterprise, the global edge-to-cloud company. Sharing our passion and purpose through technology and innovation.
Offices: 1701 E Mossy Oaks Rd Spring, Houston, Texas 77389, US
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