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Network Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

6-10 years of demonstrated experience in Network troubleshooting including service and support on networking products such as routers, switches, wireless controllers, firewalls etc.Ability to isolate and solve complex technical/business problems with the ability to interact with people (customer and internal HP) at all levels, across a geographic region. Demonstrate strong written and verbal communication skills. Possess a strong customer focus with the ability to control elevations; balancing the needs of the customer, the HP account team and the HPN division. Demonstrate business judgment, decision making skills, negotiating skills, time-resource management, in-depth product knowledge, complex problem solving, creativity, teamwork, knowledge of quality processes, political astuteness, knowledge of HP organization, flexibility, perseverance, ability to handle multiple activities simultaneously, sensitivity in dealing with diverse cultures and ability to learn quickly. Technical Skills- Broad technical knowledge on HPN solutions - Core technical knowledge on HPN, MV and related networking product and technologies- Technical knowledge and experience on network management - The ability to clarify and analyze a technical problem and develop a solutionEssential Skills - Network technologies including Routing, Switching, Wireless, Security and Network management- Technical knowledge on Windows, Linux and other operating system - Knowledge of network hardware and architecture- Demonstrate an in depth understanding of several products in more than one functional area involving usage, configuration, and interaction with other products. - Affinity with hardware related support processesPreferred Good understanding of Networking Technologies, Service and Support of Networking products fromHPN ProCurve and H3C (Routing & Switching, Wireless, Network management (PCM+, IMC)Cisco - Routing & Switching, Wireless, Security and Network management Checkpoint/Nokia - SecurityGood to have knowledge on Avaya/Alcatel LucentRiverbed F5Sophistication of customer Interaction - Demonstrates high level of technical & account management communication skills and expertise in communicating with Customers & internal organizations.- Adds Customer Expectation management as part of the Escalation process. - Manages the solution process with high management attention in a complex environment.- Ability to isolate obscure problems of unknown origin. - Takes responsibility for delivery processes such as End-to-End problem ownership solutions.- Leads & develops customer relationships. - Leads high level cross organizational customer orientated projectsEducation/ Certification BE/BCA/BScGood to have Certifications like HPN MASE/ASE, Cisco CCNP or similar level certification. Key Responsibilities-Provide HP customers & Engineers troubleshooting & support in the areas of HP Networking and related areas.Specifically - Provide leadership in technical problem management and the resolution of all issues, working closely with end customers and HP remote and field support staff.- Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to engineers, customers and/or relevant managers; - Participate in after-hours remote support rosters;- Identify and contribute to projects to improve product support, customer satisfaction and team efficiency; - Be aware of, and contribute to the improvement of, team performance as measured in the team Business Fundamentals Tables (BFT).- Technical writing skills will be required to publish Issue resolution documents - Required to communicate effectively with Technical and Non-Technical stakeholders and should have the ability to drive the conversation/discussion- Must be able to interact with colleagues from different countries and background (own team, members of SC and Product Divisions) Business Skills- Excellent Communication Skills - Demonstrated written and verbal communication skills in English- Experience in interacting/Supporting Level 1 Support teams and Customers - Must be a Team player and show ability and willingness to motivate and support other engineers- Must have a service and support mind-set - High Analytical skills- Must be able to process multiple information and analyze the same - Must have the ability to prioritize and manage multiple reactive tasks- Skills in developing Action Plans for customer resolution. And technical escalation management
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 6-10


H/W Installation/Maintenance | Network Planning | Switching/Router
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