ARUBA /// RECRUTE ::: Customer Engineer Level 2 l Networking CDD

Description du poste

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.Job Description

• The L2 Networking Engineer will primarily deliver remote support both hardware and software products for, end-users & VARs (Value Added Resellers). The candidate will be a member of the technical support team and will be responsible for resolution of customer’s technical issues.
• The successful candidate will have a technical background with troubleshooting skills at the HPE Networking Products and solutions. The candidate will also have organizational and professional skills to deliver the highest level of response to the customer.
• Provide leadership in technical problem management and the resolution of all issues, working closely with end customers and HPE remote and field support staff.
• Identify and contribute to projects to improve product support, customer satisfaction and team efficiency;
• Be aware of and contribute to the improvement of team performance.
• Technical writing skills will be required to publish Issue resolution documents
• Required to communicate effectively with Technical and Non-Technical stakeholders and should have the ability to drive the conversation/discussion
• Must be able to interact with colleagues from different countries and background (own team, members of TEC, TRT, ERT, CSS-ERT & Product Divisions)

Primary Duties And Responsibilities

• Respond to post-sales customer support issues during normal business hours.
• Collect pertinent information from customer and document case details in Case Management system
• Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant managers;
• Technical troubleshooting of HPEN: Aruba product,3com,Procurve… product issues.
• Manage customer issues, escalating to next Support Tier when appropriate.
• Escalation to management when requested by the customer and when the handling of the case may require management involvement.
• Participate in after-hours remote support rosters;
• Production of knowledge base articles and documentation material.
• Answer question in Chatter or other collaboration tools
• Occasional on-call and after hours support duties may be required.

Technical Skills

• Skilled in Switching and Routing with at least one of the technologies below in the trouble shooting, configuration, and problem diagnosis:
• – Switching and Routing — Experience in the configuration, implementation and problem diagnosis of enterprise networking equipment with knowledge in several of the following technologies: 10/100/1000/ Gig Ethernet standards, DHCP, VLANS, QOS, STP, PVST, Spanning Tree, BGP, IGRP, OSPF, MPLS, RIP, TCP/IP, etc.
• – Wireless — Experience with 802.11B/G/N standards. Wireless encryption techniques such as WEP, WPA and Radius Authentication.
• – Security—Experience in several of the following: 802.1x, Radius, TACACs, Web, Wireless, client authentication access protocols.
• – Network Management — Experience with any of the following: WIN OS, Linux , MYSQL, SNMP, and MIB structures, HPN iMC ,Aruba Airwave ,Aruba Clearpass applications.
• Capable of using WAN/LAN protocol analysis tools such as Wireshark, or MS NetMon

Solution oriented troubleshooting

• The ability to clarify and analyze a technical problem and develop a solution
• Able to perform in-depth troubleshooting of several products in more than one functional area involving usage, configuration, and interaction with other products.
• Reproduce customer problems in HPE Global Labs
• Affinity with hardware related support processes
• Education and/or Experience
• Ideally 6-7 years experience in service and support on HPE Networking products. Experience and/or training in customer service, and the ability to multi-task.
• Exceptional customer management and communication skills, both verbal and written, as required to understand customer needs and ensure clarity on status of technical problems. Experience with a Case Management systems is a plus.

• Candidate will possess a positive attitude, be willing to be part of a team and help establish process and work flows.
• S/he will be able to coherently articulate the resolution for a given customer problem or describe possible workarounds/solutions, in sympathy with the customer’s knowledge of the product.
• S/he will demonstrate a keen customer focus and commitment to keep customer informed of progress status. Engages team members for support to ensure customer SLA is met