Description
Hewlett Packard Enterprise is seeking a Technical Support Engineer to join their Mist Assurance team. The successful candidate will work on average 2 days per week from an HPE office.
The role involves triaging and resolving customer-reported issues, following standard troubleshooting steps, and meeting defined SLAs for response time, resolution time, and quality of customer communication.
Responsibilities:
- Triage and resolve customer-reported issues with a focus on delivering a positive customer experience.
- Follow standard troubleshooting steps and predefined action plans to diagnose and resolve common issues.
- Meet defined SLAs for response time, resolution time, and quality of customer communication.
- Reproduce basic customer issues in test environments (using guided procedures) when required.
- Analyse logs and system outputs to identify known issues and escalate appropriately when needed.
- Collaborate with senior team members for complex issue resolution and knowledge sharing.
- Maintain and update knowledge base articles and documentation to support faster issue resolution and team efficiency.
- Demonstrate the ability to handle multiple tickets, prioritize tasks, and work independently with minimal supervision.
Requirements:
- Strong verbal and written communication skills with the ability to interact effectively with customers and team members.
- Basic troubleshooting skills to identify and resolve common network-related issues following standard procedures.
- Foundational understanding of:
+ Networking concepts and switching basics (VLANs, STP, LACP, basic multicast concepts) + Core IP protocols (ARP, ICMP, TCP/UDP, DNS, DHCP) + Basic authentication concepts (802.1X, EAP basics) + Wireless fundamentals (802.11 standards, basic NAC concepts, PoE awareness) + Introductory routing knowledge (BGP and OSPF fundamentals)
- Willingness to learn and adapt, with a proactive approach to developing technical skills.
Good-to-Have Skills:
- Experience with Cloud Solutions
- Certifications like JNCIA, CCNA, or Cloud/Wireless technologies
Benefits:
- Health & Wellbeing: comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
- Personal & Professional Development: investment in career growth and development.
- Unconditional Inclusion: inclusive work environment that celebrates individual uniqueness.