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.
Key responsibilities include:
- 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
The ideal candidate will have:
- 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)
Desirable skills include:
- Experience with Cloud Solutions
- Certifications like JNCIA, CCNA, or Cloud/Wireless technologies
In return, HPE offers a comprehensive suite of benefits that supports the physical, financial, and emotional wellbeing of team members and their loved ones.