Technical Solution Consultant

Job description

Job ID 1030977 Date posted 8/20/2018 Primary Location Colorado Springs, Colorado, United States; Fort Collins, Colorado, United States; Alpharetta, Georgia, United States Other location Ft. Collins,Colorado,United States of America;Alpharetta,Georgia,United States of America Job Category Services Schedule Full time Shift No shift premium (United States of America)

Support 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.

The Technical Solutions Consultant will provide technical support on ARUBA Networking products within the Global Support Center (GSC), manage customer elevations, document, replicate, and escalate to Engineering Resolution Team on ARUBA Networking products.  This position will provide technical expertise on ARUBA product lines and associated technology.  Provides consultation to other GSC ARUBA engineers and may develop and provide training to other internal organizations. 

Daily Duties and Responsibilities:

·  Works on complex networking problems where analysis of situations or data  requires an in-depth evaluation of various network topologies and protocols. Must exercise judgment within broadly defined practices and policies to selected methods, techniques and evaluation criterion for obtaining desired results. 
·  Provides technical support through standard processes for ARUBA product lines, i.e  Wired, Wireless, and SW management applications
·  Provide in-depth technical pre/post-sales support on a daily basis for customers, resellers, reviewing trouble shooting and debugging network packet traces, product logs, and existing product configuration.
·  Write problem resolution documents for ARUBA’s knowledge database.  Transfer technical knowledge’s when working with other support engineers to avoid repetitive elevations.
·   Develop and implement technical action plans for problem identification, available workarounds or final problem resolution.
·  Use technical skills and interpersonal skill to resolve complex networking problems, work with and assist Engineering Resolution Team with replication and potential resolution of product bugs. 
·  Develop advanced troubleshooting procedure for complex technical problems, may assist in the design and configuration support remotely.
·  Interface with a variety of internal organizations including but not limited to: Other HPE Call Centres, Support and Sales Management, Global Logistics, Product Marketing, and field personnel.
·  Work directly with other ARUBA Call Centres to ensure a consistently high level of internal and external processes, system workflows, and customer satisfaction results with regards to ARUBA’s products, services, policies, and service delivery quality control standards.

Work hours: Primary Region of Americas:

·  U.S. regional time zone coverage, i.e. 8am Eastern to 8pm Eastern, with responsibility to cover either  8am-5pm ET, or 11am-8pm ET
·  On-call for After Hours, Holiday and Weekend support availability in a team rotational basis

Education/Qualifications: 

·  2 year Technical Degree or Technical School certification or 1-3 years networking technical support assistance with industry recognized certifications and direct customer interaction experience.

Skills/Experience:

·  3-5 years experience in relevant technologies and customer environments   
·  Strong experience within the networking industry, technologies and LAN/WAN/WLAN products.
·  Industry networking certifications a plus
·  ARUBA wired/wireless certification desired
·  Candidates should have the capability to use WAN/LAN/WLAN protocol analysis tools such as Wireshark. With the ability to analyze to the packet protocols.
·  Experience with Wireless, Switching and Routing, with one of the other below technologies in the troubleshooting, configuration, and problem diagnosis :
·  Switching and Routing -- Experience with the configuration, implementation and problem diagnosis of enterprise networking equipment. Should have experience with 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 wireless standards. Wireless encryption techniques such as WEP, WPA and Radius Authentication. 
·  Security—802.1x, Radius, TACACs, Web, Wireless, client authentication access protocols.
·  Network Management – Clearpass and Airwave
·  Ability to take responsibility for customer issues and have the initiative to resolve issues reactively and proactively, across organizations, and with sound technical and business decisions to maximize customer satisfaction
·  Very good business verbal and written communication in English.
·  Able to travel when required and provide standby and on-call rotation duty for weekend, after hours or holidays.

Personal Competencies:

·  Committed customer service ethos 
·  Results Orientation
·  Self-motivation and real time learning
·  Integrity
·  Flexible
·  Positive attitude in a team and collaboratively
·  Articulate in customer communication and documentation

Remote location could be considered if internal employee.

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.