# Federal Government Technical Service Advisor – Security Clearance Preferred **Company**: Hewlett Packard Enterprise **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: Annual Salary USD 81,500 - 187,500 **Category**: IT **Industry**: Technology **Apply**: https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Chippewa-Falls-Wisconsin-United-States-of-America/Federal-Government-Technical-Service-Advisor---Security-Clearance-Preferred_1208632-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_80f6b189-bba ## Description We are seeking a Federal Government Technical Service Advisor to provide technology consulting to external customers and internal project teams. As a trusted advisor, you will create and maintain effective customer relationships to ensure customer satisfaction. You will be responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers' business needs. **Key Responsibilities:** - Provide technology consulting to external customers and internal project teams - Create and maintain effective customer relationships to ensure customer satisfaction - Provide technical support and/or leadership in the creation and delivery of technology solutions - Stay in alignment with the customer and accounts team concerning services sales and delivery - Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE technical support teams - Proactively escalates and brings people with required expertise together to bring critical and important issues to closure - Act as an interlock between Customer and HPE Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer - Engage on major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers - Conduct Periodic reviews with the customer on HPE service delivery metrics, SLA, and quality - Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports - Use technical knowledge to review and assess open software defects - Discover potential risks associated with the deployment plans and partner with the customer to develop mitigation plans - Assist the customer in making use of proactive consulting services such as technical analysis and recommendations - Partner with Customers in conducting periodic HPE product health checks and Configuration/Design reviews to identify potential improvement areas - Review and evaluate network change plans and assist in the planning of new feature implementation and product deployment - Engage with HPE engineering teams to improve potential quality issues with products - Document and maintain customer network solutions knowledge and educate other internal HPE resources for a better support experience - Focus on Customer Success - Manage all customer escalations as the single customer point of contact for post-sales activities - Monitor, manage, and audit case progress - Oversee customer escalation management - Schedule proactive cases with the HPE Networks Technical Assistance Center (GTAC) for planned end-user software upgrades and/or major configuration changes - Lead weekly, bi-weekly, monthly customer review meetings - Conduct Service Business Reviews (SBRs) - Track product End of Life / End of Service planning - Track and update asset inventory, contract level, and physical locations to ensure agreement between end-user and HPE data bases - Track asset recovery management - Partner with Account Team to enable customer via Service Portfolio with desired adoption of features / functions - Prepare and deliver Postmortem/Root Cause Analysis on technical and process issues - Perform trend analysis on both customers identified and internally recognized issues, drive other organizations to develop a problem resolution - Conduct HPE Customer Support process training/review sessions - Document and maintain customer information and educate other HPE internal resources on the supported customer(s) **Requirements:** - 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 - Demonstrate and be a role model for the values of HPE - Bachelor's degree in electrical/electronic Engineering, Computer Science or equivalent - A Business degree such as MBA would be an advantage ## Skills ### Required - TCP/IP - QoS - VLAN - STP - IPSEC - NAT - IPv6 - VRRP - OSPF - BGP - Multicast - MPLS VPN - Segment Routing - Traffic engineering - DC switching - VxLAN - EVPN - SD-WAN - Wireless - ITIL ### Nice to have - HPE product certifications (JNCIS/JNCIP/JNCIE) - automation - experience working in military or emergency services --- Source: [Apply at hpe.wd5.myworkdayjobs.com](https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Chippewa-Falls-Wisconsin-United-States-of-America/Federal-Government-Technical-Service-Advisor---Security-Clearance-Preferred_1208632-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)