Description
We are seeking a Sr. Technical Service Advisor to join our Advanced Services team. As a Sr. Technical Service Advisor, you will be responsible for providing exceptional outcomes and remarkable customer experience through forward-looking technical services to optimize network reliability and performance for designated customers.
Key responsibilities include:
- Acting as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team
- Supporting the account/customer with alignment to services sales and product sales activities
- Tracking and managing the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care
- Helping support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking technical support teams
- Proactively escalating and bringing people with required expertise together to bring critical and important issues to closure
- Acting as an interlock between Customer and HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer
- Coordinating and overseeing all customer service delivery into the account
- Conducting periodic reviews with customer to review Juniper service delivery metrics, SLA and quality
- Establishing a customer-specific operational status and reporting framework (using ITIL), and leading in the delivery and presentation of status reports
- Using professional knowledge to review and assess open software defects
- Delivering proactive consulting services such as technical analysis and recommendations
- Partnering with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas
- Reviewing and evaluating network plans and assisting in the planning of new feature implementation and product deployment
- Engaging with HPE Networking engineering teams to improve potential quality issues with products
- Documenting and maintaining customer network solutions knowledge and educating other internal Juniper resources for a better support experience
The ideal candidate will have:
- 8+ years of experience in designing, implementing, and solving technical problems of state-of-the-art Datacenter, IP/MPLS-Networks
- A bachelor's degree in electrical/electronic Engineering, Computer Science or equivalent
- Experience working in large enterprises, Network service providers
- ITIL Framework process knowledge
- Experience and desire to work on automation
- Amiable communication, interpersonal and social skills
- HPE Networking product certifications (HPE Aruba Networking – switching, Campus access, Data Center, HPE Juniper – JNCIA/JNCIS/JNCIP/JNCIE) or industry equivalents
We offer a comprehensive suite of benefits that supports the physical, financial, and emotional wellbeing of our team members and their loved ones.