Technical Service Advisor 4

Technical Service Advisor 4

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

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.

We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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.

If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Key objectives

The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers.

We are passionate about enabling our customers towards a fast, risk-free deployment of network services.

We assist our customers to evaluate network for performance, scalability, and security and provides recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas.

Partnering on short-term projects such as recommendation and implementation of new Juniper software and hardware features in the customer's network.

Key responsibilities include the following, but are not limited to:



* The two main aspect of the role would be to represent Juniper customer service to the customer and as representative of the customer back to Juniper.


* Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team.

Understand customer lifecycle to deliver efficiency and effectiveness to the customer.


* Support the account/customer with alignment to services sales and product sales activities.


* Tracking and managing the deliverables of Juniper Premium Care, Juniper Care Plus (JCP), Juniper Optimum Care (JOC), Advanced Customer Support (ACS), and advanced options including credits and training credits for the customer or partner. 


* Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams.

Provide relevant technical inputs to facilitate and expedite escalated problem resolution.


* Proactively escalates and brings people with required expertise together in order to bring critical and important issues to closure.


* Act as an interlock between Customer and Juniper Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.


* Coordinate and oversee all customer service delivery into ...