# Senior Technical Service Advisor

**Company**: Hewlett Packard Enterprise
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Bengaluru-Karntaka-India/Senior-Technical-Service-Advisor_1211946-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b64d287b-5b2

## Description

As a Senior Technical Service Advisor, you will be a customer advocate within Juniper and serve as a single point of contact for the customer's post-sales service needs.

Your primary responsibilities will include:

- Staying aligned with the customer and accounts team regarding service sales and delivery

- Supporting case resolution as per SLAs and expediting/escalating critical issues among Juniper technical support teams

- Providing relevant technical inputs to facilitate and expedite escalated problem resolution

- Proactively escalating and bringing people with required expertise together to resolve critical and important issues

- Acting as an interlock between the customer and Juniper Professional Services, Advanced Services, and Education Services

- Engaging on major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers

- Conducting periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality

- Establishing a customer-specific operational status and reporting framework (preferably using ITIL)

- Using technical knowledge to review and assess open software defects and partnering with the customer to develop mitigation plans

- Assisting the customer in utilizing proactive consulting services such as technical analysis and recommendations

- Partnering with customers in conducting periodic Juniper product health checks and configuration/design reviews

- Reviewing and evaluating network change plans and assisting in the planning of new feature implementation and product deployment

- Engaging with Juniper engineering teams to improve potential quality issues with products

- Documenting and maintaining customer network solutions knowledge and educating other internal Juniper resources

To be successful in this role, you will need to bring:

- A deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)

- Reasonable expertise in Layer2 and Layer3 protocols such as VRRP, OSPF, BGP, Multicast, and MPLS VPN

- Knowledge and experience of newer technologies such as Segment Routing, Traffic Engineering, DC switching, VxLAN, EVPN, SD-WAN, and Wireless (desirable)

- Experience working in large enterprises or network service providers (advantageous)

- ITIL Framework process knowledge (advantageous)

- Experience and desire to work on automation (valuable)

- Excellent communication, interpersonal, and social skills

- Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents (helpful)

In return, we offer a comprehensive suite of benefits that support physical, financial, and emotional wellbeing, investment in your career, and an inclusive work environment.

## Skills

### Required
- TCP/IP
- QoS
- VLAN
- STP
- IPSEC
- NAT
- IPv6
- VRRP
- OSPF
- BGP
- Multicast
- MPLS VPN

### Nice to have
- Segment Routing
- Traffic Engineering
- DC switching
- VxLAN
- EVPN
- SD-WAN
- Wireless
- ITIL
- automation

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Source: [Apply at hpe.wd5.myworkdayjobs.com](https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Bengaluru-Karntaka-India/Senior-Technical-Service-Advisor_1211946-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)