Description
We are seeking a Federal Government Technical Service Advisor – Security Clearance Preferred to provide technology consulting to external customers and internal project teams. The successful candidate will be responsible for providing technical support and leadership in the creation and delivery of technology solutions designed to meet customers' business needs. The role requires being on-site minimally 3 days a week, potentially more as the business needs demand.
Key responsibilities include:
- Providing technical support and leadership in the creation and delivery of technology solutions
- Creating and maintaining effective customer relationships
- Maintaining knowledge of leading-edge technologies and industry/market domain knowledge
- Contributing to the company's solutions portfolio
- Shaping technical direction and technical strategies within the organization and for external customers
- Managing all customer escalations as the single customer point of contact for post-sales activities
- Monitoring, managing, and auditing case progress
- Overseeing customer escalation management
- Scheduling proactive cases with the HPE Networks Technical Assistance Center (GTAC) for planned end-user software upgrades and/or major configuration changes
- Leading weekly, bi-weekly, monthly customer review meetings
- Conducting Service Business Reviews (SBRs)
- Tracking product End of Life / End of Service planning
- Tracking and updating asset inventory, contract level, and physical locations to ensure agreement between end-user and HPE databases
- Tracking asset recovery management
- Partnering with Account Team to enable customer via Service Portfolio with desired adoption of features/functions
- Preparing and delivering Postmortem/Root Cause Analysis on technical and process issues
- Performing trend analysis on both customers identified and internally recognized issues
- Conducting HPE Customer Support process training/review sessions
- Documenting and maintaining customer information and educating other HPE internal resources on the supported customer(s)
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.
Qualifications and experience:
- 4+ years of experience in designing, implementing, and solving technical problems for state-of-the-art Datacenter, IP/MPLS-Networks in customer-facing roles
- 4+ years of customer-facing experience in this capacity
- 4+ years of experience working with teams, collaborating and mentoring in a team or project lead capacity
- US citizenship and clearance at time of hire or the ability to obtain one
- Experience working in military or emergency services is highly preferred
- High exposure to network operations environment
- Deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)
- Reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN
- 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 the long run
- Amiable communication, interpersonal, and social skills will make a difference!
- HPE product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents are helpful
- Ability to operate independently, including management of priorities in unstructured environment
- Bachelor's degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.
What we can offer you:
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion