Global Escalation Engineer

Job description

Global Escalation Engineer

  

Job Description:

   

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Aruba is redefining the “IT EDGE”. Creating new customer experiences by building intelligent spaces and digital workspaces. We are focused on campus, branch, mobility and the IoT to transform business models with the combined power of compute, context, control and secure connectivity.

Responsibilities:

·  Looking for 3 + years of experience in supporting Aruba Products and Customers
·  Provide pre and post sales technical and operational support to Aruba-HPE teams, customers and partners for various technologies and solutions.
·  Provide Case Management, Performance Management and Solution Management support
·  Case Management: Ensuring timely identification and resolution of reported issues
·  Performance Management: Ensuring optimum performance of products and features.
·  Solutions Management: Ensuring optimum performance of customer solutions.
·  Work on complex reported issues requiring in-depth fault analysis and troubleshooting including technical, operational (configuration and implementation) and network engineering.
·  Ability to multitask and work independently when required, with little supervision or direction
·  Excellent oral and written communication skills, presentation and interpersonal skills, and the ability to interface to senior levels of the organization
·  Formulate action plans (technical and operational) for analyzing and resolving reported issues.
·  Assign and ensure appropriate department is assigned resolution of reported issue.
·  Escalate issues as needed to ensure a timely resolution to customer reported issues.
·  Simulate customer issues in lab.
·  Participate in solution discussions and publications for knowledge base.
·  Provide technical cross-training to relevant groups as needed.
·  Participate in serviceability enhancement requirement reviews.
·  Work effectively in a team environment including Aruba and Customer colleagues; QA, engineers, and field organizations.
·  Occasionally required to travel to customer sites for troubleshooting, training purposes, business reviews.
·  Provide Customer Review meetings, providing technical status and recommendations

Required Qualifications:

·  Bachelor degree in Computer Engineering or Electrical Engineering required.
·  Minimum of three (3) years’ experience in customer-facing Technical Support required.
·  Minimum of three (3) years’ experience with one or more of the following Aruba products; AOSAPs/
·  IAPs/Controllers, Airwave, ClearPass
·  Knowledge of authentication protocols and servers required.
·  Understanding & experience in configuring & troubleshooting VoIP protocols like SIP, SVP, H323 etc. required.
·  Demonstrable experience identifying areas-of-opportunity for process improvement.
·  Demonstrable experience in problem isolation and problem solving.

Preferred Qualifications:

·  Three (3) or more years’ experience in enterprise and/or service provider networking and services: planning, testing, new product/feature implementation, upgrade and support preferred.
·  Technical and operational experience supporting networking products and solutions with advanced expertise in network switching, routing and security highly desired.
·  Industry certifications like CCIE, CWNA, ACCP, ACMP, ACMX, ACDX and RHEL preferred.
·  Radius (authentication, Authorization, Attributes, CoA, Accounting, etc.)
·  SNMP based monitoring and AMON troubleshooting
·  Linux installations and troubleshooting skills
·  TACACS (Authentication, Authorization including per-command)
·  PKI (CA, Certs, Encryption, Trust, Client side config)
·  Captive Portal (Redirects, Logins, Walled Garden)
·  Web Programming (PHP, HTML, javascript)
·  802.1x (EAP-PEAP, EAP-TLS, Supplicant config, Server trust, wired/wireless differences)
·  Network Device AAA (Experience with AAA on different switches, wlan controllers, vpn concentrators, integration with Radius solutions)
·  Policy Enforcement (ACLs, Firewalls, dACLs, web redirection, VLAN switching)
·  Windows Sysadmin (AD, DC, Domains/Groups, GPO)
·  LDAP (DB structure, user/computer objects/groups)
·  SQL (DB structure, filter creation), Strong knowledge of postgres
·  API (XML, SOAP, REST)
·  VPN (IPSEC, Policy, AAA)
·  NAC (Posture check, NAP, Policy Framework)
·  Networking (Routing, DNS, DHCP)
·  Load-Balancing (Web, DNS, and Radius LB)
·  Strong networking experience, with sound understanding of various L2 / L3 protocols
·  Strong understanding of wireless concepts
·  Experience in network analysis & test tools like wireshark, iperf, nmap etc. preferred.
·  Interaction with other teams to drive resolution of hardware / software deficiencies / bugs preferred.

Join us and make your mark!

We offer:
• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
• An amazing life inside the element! Want to know more about it?
Then let’s stay connected!
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https://twitter.com/HPE_Careers

Job:
Engineering

Job Level:
Intermediate

    

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.