Technical Support Engineer for SSE

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

This position is 3 to 4 days per week on-site Tel Aviv and 1 to 2 days remote. The work week is from Monday to Friday (not Sunday to Thursday).

Axis Security, now part of HPE Aruba Networking, is a leading provider of cloud-native Security Service Edge (SSE) solutions. Our platform ensures secure access and seamless connectivity for modern workplaces, addressing the growing need for integrated networking and security solutions. As we continue to expand our edge-to-cloud security capabilities, we are looking for talented individuals to join our team and help us deliver exceptional service and innovative solutions to our customers.

Customer Solution Centers are teams that provide remote (offsite) service, including customer access, pre-sales, post-sales, and service delivery. Our technical teams focus on solving various business systems and application problems for customers, onsite engineering personnel, and Authorized Service Providers on standard, specialized, or complex systems.

Management Level Definition:

This role applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. The individual frequently contributes to developing new ideas and methods, works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors, and leads or provides expertise to functional project teams. They may participate in cross-functional initiatives, act as an expert providing direction and guidance to process improvements, and establish policies. The role frequently represents the organization to external customers/clients and exercises significant independent judgment to determine the best method for accomplishing work and achieving objectives. Mentoring and guidance to lower-level employees may also be required.

Responsibilities:

• Successfully resolve technical issues (hardware and software) from incoming internal or external business and end-user contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Act as a mentor and guide to other employees, providing direction and guidance to process improvements.
• Clearly articulate, recommend, and explain resolutions to clients.
• Understand and utilize ITIL.
• Represent the company in face-to-face customer location visits, industry conferences/trade shows, vendor meetings, etc.

Education and Experience Required:

• University degree or Related Military Training
• Minimum 3 to 4 years of experience as a technical support engineer
• English and Hebrew bilingual level
• Personality: Teamplayer, customer-centric, proactive

Knowledge and Skills:

• Excellent verbal and written communication skills
• Advanced troubleshooting skills in a technical environment.
• Excellent analytical and problem-solving skills.
• Advanced software and hardware knowledge of computing, storage, and peripheral devices.
• Specific knowledge and training with the company's products. Knowledge of multiple product lines (e.g., proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
• Advanced proficiency with case management databases and tools.
• Phone and remote support experience. E-support experience, knowledge, and resolution ability.
• Ability to solve and document solutions for usage by other technicians and customers.
• Ability to mentor new agents and train peers on solutions.
• Ability to take full ownership for resolution with escalated customers.
• Ability to lead technical action plans.
• Lead or provide expertise to teams or projects.
• Highly developed knowledge of more complex solutions.

Join Axis Security HPE and be part of a dynamic team that is dedicated to solving complex technical issues and providing exceptional customer service.

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

#israel

#aruba, #servicesandsupport, #technologyandsoftware

Job:

Services

Job Level:

Expert

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.