Sr. Network Technical Support
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Benefits offered by this job
Job summary
Hewlett Packard Enterprise in Ottawa, Ontario is seeking a Sr. Network Technical Support to resolve complex WAN/LAN issues and provide expert-level support for Juniper products. The role emphasizes high-priority issue handling, collaboration with cross-functional teams, and detailed documentation.
On-site support is required, with regular remote work and strong customer communication skills essential. You will engage with customers, manage escalations, and contribute to knowledge resources while
Qualifications
- Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent)
- 3+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks
- 3+ years supporting customers on site and via phone. Must be able to support complex and high profile customer base.
- Strong communication skills, including influencing and collaboration skills, are a must.
- Strong problem solving skills, applicable to large and complex network scenarios
- Strong customer management and customer service skills.
- Excellent presentation skills.
Responsibilities
- Handle high priority issues for small subset of top HPE Juniper Networks customers on specific Juniper Networks products(s) (MX, PTX, ACX).
- Build productive and collaborative trust-based relationships with the assigned accounts
- Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem solving approach
- Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.
- Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability
- Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations
- Participate in customer conference calls and/or face to face customer meetings to discuss technical issues
- Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
- Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use
- Sound documentation of technical support issues using the available tools is an essential element of the role
- Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction
Skills
Education
Tools
Job description
This position is newly created and currently vacant.
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week 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.
HPE's customers typically test the traditional bounds of what can be done and as such, they increasingly rely on HPE Juniper experts from ARC(CFTS) to effectively resolve their problems and provide extensive and reliable feedback on root cause and future prevention techniques.
We are seeking a Sr. Network Technical Support to apply your extensive experience supporting large-scale networks; as well as broad product knowledge in either routing, switching or security (firewalls). Your ability to troubleshoot network issues; diagnose critical and complex network issues; and learn your customer’s infrastructure and technologies; are what bring you applause, success and thanks in the Support organization.
Become part of a team that is well known for their technical expertise and ability to resolve customer problems in a highly effective and rewarding fashion. Customers expect and receive a “white glove” treatment and which is exemplified in the level of customer success seen in those customers supported by ARC(CFTS).
Handle high priority issues for small subset of top HPE Juniper Networks customers on specific Juniper Networks products(s) (MX, PTX, ACX).
Build productive and collaborative trust-based relationships with the assigned accounts
Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem solving approach
Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.
Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability
Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations
Participate in customer conference calls and/or face to face customer meetings to discuss technical issues
Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use
Sound documentation of technical support issues using the available tools is an essential element of the role
Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction
Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )
3+ years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks
3+ years supporting customers on site and via phone. Must be able to support complex and high profile customer base.
Strong communication skills, including influencing and collaboration skills, are a must.
Strong problem solving skills, applicable to large and complex network scenarios
Strong customer management and customer service skills.
Excellent presentation skills.
IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
Routing Technologies : OSPF, IS-IS, BGP, MPLS, RSVP-TE, L3VPN, L2VPN,
Working knowledge of EVPN, SR-MPLS, SRV6
Working experience with Ixia/Spirent traffic generators, TCP replay tools and network protocols analysis tools
Working experience with: Linux, FreeBSD, Scripting languages (Shell, Python, Slax, Perl)
Strong problem solving skills, applicable to large and complex network scenarios
Strong customer management and customer service skills.
Excellent presentation skills.
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.
#canada#networking
Engineering
TCP_04
– Canada: Annual Salary CAD 114,300 - 164,300 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, deet/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 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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