Networking Support Engineer

Networking Support Engineer

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:

Job Family Definition (Networking Support – Intermediate)

This job family focuses on providing technical support and operational expertise for enterprise networking products and solutions within HPE’s networking portfolio.
The role involves diagnosing, troubleshooting, configuring, and supporting network infrastructure in customer environments.
It requires solid hands-on knowledge of networking technologies, protocols, and tools, with the ability to resolve moderately complex technical issues and collaborate effectively with internal teams.

Management Level Definition

Contributions include applying established networking knowledge and support expertise to resolve common and moderately complex customer issues.
The engineer works independently on assigned cases, exercises sound technical judgment, and escalates issues appropriately when required.
The role may also include providing technical guidance to peers and contributing to knowledge sharing, best practices, and continuous process improvement.

Responsibilities


* Provide technical support for enterprise networking products and solutions, including switching, routing, wireless, and related network services.


* Diagnose and troubleshoot moderately complex network issues, such as configuration errors, interoperability challenges, performance degradation, and stability problems.


* Analyze system logs, packet captures, and CLI outputs to identify root causes and recommend effective corrective actions.


* Reproduce customer-reported issues in lab or test environments to validate findings and solutions when necessary.


* Collaborate with internal teams, including engineering, TAC, escalation, and account teams, to drive timely issue resolution.


* Communicate clearly and professionally with customers regarding issue status, action plans, and technical explanations.


* Develop, update, and maintain technical documentation, troubleshooting guides, and knowledge base articles.


* Support investigations related to new product features, firmware/software updates, and known issues.


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