Technical Support Engineer 2

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

Job Family Definition:

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote. End-to-end ownership to advise & optimize (internal & external) on application best practices, infrastructure optimization & continuous improvement, compliance & security management, and new services. Typical tasks may include incident & problem resolution, and change, performance & capacity management.

Management Level Definition:

Contributes to assignments of limited scope by applying technical concepts and theoretical knowledge acquired through specialized training, education, or previous experience. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.

Summary:

This position is for the L1 TAC (Technical Assistance Centre) of Juniper’s SRX Firewall customers.

Key Responsibilities:

- Ability to work in a highly dynamic TAC (Technical Assistance Center) environment with High focus on Customer satisfaction. Able to determine problems quickly and deliver a Remarkable Customer Experience.

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

- Take ownership for problem resolution, problem reproduction and escalation.

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

- Be a fast learner and keep pace with newer technologies

Mandatory Skills:

- Candidate should have very strong fundamental "core" networking skills, with thorough knowledge of TCP/IP Protocol suite, OSI layered architecture and should be able to relate that knowledge in troubleshooting related issues.

- In-depth knowledge of Virtual Private Networks (VPNs) wrt. Design, Implementation Scenario’s, Connectivity troubleshooting and other Algorithms such as DES, 3DES, MD5, SHA, PKI etc.

- Proven knowledge and practical application of Security, Firewalls, access and perimeter control, vulnerability management and intrusion detection. Should have a strong knowledge on various attacks like SYN flood, Replay attacks etc and the mitigation techniques.

- Proven experience with data networks including physical layer infrastructure, servers, LAN/WAN hardware, software, data transmission facilities and interconnecting devices.

Ability to understand and troubleshoot various network problems using utilities like lookup, traceroute, ping, net stat and packet sniffers like wire shark, tcp dump etc.

- In-depth knowledge, not limited to understanding but troubleshooting of IP routing protocols (OSPF, BGP, RIP), IPSEC VPN, and xDSL Technologies, MULTICAST.

- In-depth knowledge of L2 technology and protocols like VLANs, VLAN Tagging (IEEE 802.1q), LACP, VLAN trunking, STP (IEEE 802.1D and other 802.1 implementations.).

Requirements:

Requires B.E. in Electronics Engineering or Computer Science or 1- 3 years of experience either supporting or implementing IP networks.

Preferred skills:

- Good working knowledge of Application layer protocols and functions such as FTP, DNS, SNMP, HTTP/HTTPS, LDAP, Radius, User Authentication Mechanisms, SMTP etc.

- Demonstrated ability to provide third tier and technical support for Security related products like Commercial Firewall’s, IPS/IDS, Unified Threat Management Systems (UTMs) like URL Filtering, AV, Anti-Spam.

- Understanding, Integration and troubleshooting of Various OS’es like Windows, Unix and MAC and their specific application technologies like NIS, NFS, Sun-RPC, MS-RPC etc. in a security enabled environment.

Preferred Certifications: JNCIA-JUNOS, JNCIS-Security, JNCIA-FWV, JNCIS-FWV, CCNA, CCNP other certifications are added plus.

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.

Job:

Services

Job Level:

Entry

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.