Technical Support Engineer
- Hewlett Packard
- 2 - 4 years
- Bengaluru
- 4 months ago
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Job Description
Technical Support Engineer :
Job Family Definition:
Customer Focused Technical Support" (CFTS) Services provide Customer with access to a designated team of senior engineers with extensive experience and highly focused troubleshooting skills relevant to a Customer s network and operations requirements. This team will work with Customer to develop network and feature knowledge that enables the provision of tailored support services. It will also equip Customer with confidence that high priority problems are being handled by professionals who fully understand the Customer s network and its complexity.
Management Level Definition:
Contributions include applying intermediate level of subject matter expertise to solve common technical problems. Acts as an informed team member providing analysis of information and recommendations for appropriate action. Works independently within an established framework and with moderate supervision.
What youll do:
- Lead and drive troubleshooting on Customer reported issues.
- Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
- Gain in-depth knowledge of the infrastructure and technologies that are present in customer s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
- Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
- Keep the other support teams trained on the designated CFTS customer network, practices followed.
- Provides technical expertise and guidance during testing, deployment and operational phases for CFTS Customers.
- Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
- Mentor newly hired support engineers and peers in technical areas of specialty.
- Products to be supported - Juniper Routing platforms (PTX, MX)
- This is an individual contributor role. There will be weekend coverage as per roster and pager rotation coverage.
What you need to bring:
Primary Skills required:
- Excellent Customer handling and communication (verbal and written) skills
Thorough understanding of -
- Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS)
- Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
- Multicast protocols [IGMP, IGMP-snooping, PIM]
- MPLS, L2 and L3 VPN, Traffic Engineering, LDP, RSVP, Segment Routing, VPLS.
Prefer to have understanding / Exposure / Expertise in one or more areas :
- Advanced Multicast technologies- NG-MVPN, Draft Rosen
- Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN
- Perl/Python/Unix/Expect scripting
Education and Experience Required:
- Bachelors or Masters degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
- Typically 2-4 years experience.
Knowledge and Skills:
- Using appropriate engineering design tools and software packages to design components and solutions.
- Ability to apply analytical and problem solving skills.
- Understanding of material properties and hardware, software, and electrical component design.
- Understanding of material properties and hardware, software, and electrical component design.
- Using empirical analysis, modeling and testing methodologies to validate product designs and specifications.
- Strong written and verbal communication skills; mastery in English and local language. Ability to effectively communicate design proposals and negotiate options.
Additional Skills:
Job:
Engineering Job Level:
TCP_02 Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: Hewlett PackardLocation(s): Bengaluru+ View Contact
Keyskills: Unix TCP Development Manager Analytical Ethernet Engineering Design Troubleshooting Technical support MPLS STP
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