ARC Support Engineer - L3

Hewlett Packard Enterprise; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Hewlett Packard Enterprise is seeking an experienced Networking Specialist to lead troubleshooting for customer-reported issues, isolate hardware/software problems, and document fixes. You will understand customer networks, collaborate with engineering and services teams, and mentor newer engineers.

Experience with Juniper platforms, routing, VPNs, and related technologies is required. This onsite role requires strong customer handling skills and deep networking knowledge, with weekend roster

Qualifications

• Requires BE in Electronics/Engineering or Computer Science with minimum 7 years’ experience in Networking Industry.
• 9+ years JUNOS experience or 5+ years Troubleshooting Datacentre/Enterprise networks preferred.
• Platform knowledge: Juniper, Cisco, Arista, Alcatel; traffic generators like Ixia/Agilent.
• Preferred certifications: JNCIS/JNCIP/JNCIE/CCNA/CCNP/CCIE and equivalents.

Responsibilities

• Lead and drive troubleshooting on customer reported issues.
• Isolate product issues at hardware/software level and document fixes.
• Be a customer advocate for timely resolution and understand environment.
• Gain in-depth knowledge of customer network topology and configurations.
• Collaborate with Services teams to deliver focused support and drive issues to resolution.
• Mentor new engineers and peers in technical areas.
• Participate in product development, knowledge base creation, and trainings.
• Provide expertise during testing, deployment and operations for CFTS customers.
• Support Juniper routers, switches, firewalls and related devices.

Skills

Customer handling

Verbal comms

Written comms

Networking

Troubleshooting

Education

BE in Electronics/Engineering or CS

Tools

Juniper

Cisco

Arista

Alcatel

Ixia

Agilent

Job description

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work 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. 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

What you’ll do:

• Lead and drive troubleshooting on Customer reported issues.
• Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
• 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 CFTS customer network, practices followed.
• Provides technical expertise and guidance during testing, deployment and operational phases for CFTS 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 platforms such as routers/switches/Firewalls 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]
• MPLS, L2 and L3 VPN, Traffic Engineering, LDP, RSVP, Segment Routing, VPLS.

Prefer to have understanding/Exposure/Expertise in one or more areas :

• Advanced Multicast technologies- NG-MVPN, Draft Rosen
• Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN
• Perl/Python/Unix/Expect scripting

What You Need To Bring

Requires B.E. in Electronics/Engineering or Computer Science (or equalent) with minimum 7 years’ experience in Networking Industry.

Following candidates having any of following experience will be preferred and minimum experience criteria may not apply -

• 9+ 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.

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. 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.

Let’s Stay Connected

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job Level

TCP_04

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.