Network Support Engineer (5-7 yrs)

Job Summary :

- Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.

- Frequently contributes to the development of new ideas and methods.

- Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

- Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

- Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.

- Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

- May provide mentoring and guidance to lower level employees.

Responsibilities :

- Successfully resolve technical issues from incoming internal or external businesses and end user's 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.

- Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.

- Ability to articulate clearly, recommend and explain resolutions /clients. Understand and utilize ITIL.

- Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc. Partners actively with the Sales Pursuit team.

Education & Experience Recommended :

- First Level University degree Engineering or Technical. Typically 3-4 year completion beyond High School level or equivalent experience.

- 5-7 years experience in relevant technologies and customer environments. Relevant industry qualification where applicable.

- Communication protocols (SNMP, web services, and networking technologies).

- Network protocols (TCP/IP, DNS, DHCP, SNMP, etc.) and networking tools (Wireshark, mib tools.)

- Microsoft Internet Information Services (IIS) - general MS IIS web hosting

- Cluster / Network Load Balancer (NLB) usage for high-availability configurations

- Security concepts and protocols: Authentication / Encryption technics / HTTPS/SSL/TLS / 802.1x / Certificates / IPsec

- Wireless networking

- Networking topology

- Windows Server O/S knowledge / Windows updates

Preferred Certifications :

- SQL database experience

- Cloud knowledge (Azure, AWS, GCP)

- Programming/scripting familiarity

- Printing firmware, fleet management software.

- Active Directory knowledge

- MacOS knowledge

- Linux knowledge

- General knowledge of proximity readers and proximity cards formats - used for device authentication.

- Services understanding

- Process and Performance Monitoring

- Basic printer hardware knowledge

Knowledge & Skills :

- Excellent verbal and written communication skills in language to be supported.

- 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 HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).

- Advanced proficiency with case management databases and tools. Superior customer service skills.

- Phone and remote support experience. E-support experience, knowledge and resolution ability.

- Ability to solve and document solutions for usage of other technicians and customers. Ability to mentor new agents.

- Ability 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.

Cross-Org Skills :

- Effective Communication

- Results Orientation

- Learning Agility

- Digital Fluency

- Customer Centricity

Impact & Scope :

- Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity :

- Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer :

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.