Technical Support Engineer - L2 Routing - Remote Eligible

Technical Support Engineer - L2 Routing

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

This position is for the TAC (Technical Assistance Centre) of HPE for their Juniper MX/PTX/ACX series AI Native router products support. Level 2 and Product Escalation team.

What You'll Do:

- Support Juniper M/T/Mx/PTX/ACX series products, working directly with our customers and partners.

- Work with highly knowledgeable group of customers and partners. Be an escalation point for other L1 TAC groups within the organization.

- Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.

- Manage and own critical customer escalations. Facilitate, own and document communication among customers and other stakeholders.

- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

- Take ownership of customer's issue right from case creation through various stages of problem reproduction, managing escalation till problem resolution.

- Be a fast learner and keep pace with newer technologies

- Help improve processes and tools.

- Be a Team player, flexible to work on Weekends/Holidays as per the Business requirement.

What You Need To Bring:

Requires B.E. in Electronics Engineering or Computer Science with 2- 5 years of experience supporting/Designing/implementing IP networks.

Candidates who have extensively worked on Troubleshooting, implementation and support of large IP networks have an edge….

Primary Skills

Excellent Customer handling and communication (verbal and written) skills

Excellent case documentation skills

Thorough understanding (Packet level) of -

* IP Packet flow, OSI layers

* Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)

* IP routing protocols (BGP, OSPF, ISIS, RIP)

* Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)

Understanding/Exposure/Expertise in one or more areas -

* MPLS, VPLS, L2 and L3 VPN

* MPLS Traffic Engineering, LDP, RSVP

* Multicast technologies NG-MVPN, PIM

* Perl/Unix/Expect scripting

Understanding/ Exposure/ Expertise in

* Subscriber Management

* Services : CGNAT, GRE, SNMP, Flow monitoring and IPSEC

Additional Skills:

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.