Escalation Support Engineer

  • Full Time
  • Anywhere

Website Hewlett Packard Enterprise

Make Your Mark, Join the team today!

Job Description
Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world’s leading technology companies and provides wired and wireless networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.


Aruba, a Hewlett Packard Enterprise Company, is a leading provider of next-generation network access solutions for the mobile enterprise:


Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.


We are looking for a high-energy, go-getter, resourceful individual with the ability to alter communications (verbal & written) specific to the target audience.




You will successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems.
You will 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). .
You will proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
You will have the ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
You will have the ability to articulate clearly, recommend and explain resolutions /clients.
You will understand and utilize ITIL.
You will represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Education and Experience Required:

You will need first Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
You will need 5-7 years experience in relevant technologies and customer environments.
You will need relevant industry qualification where applicable.
Knowledge and Skills:

You will need excellent verbal and written communication skills.
You will need advanced troubleshooting skills in a technical environment for Switching
You will need excellent analytical and problem solving skills.
You will need expert level knowledge of IP networking, switching & routing.
You will need protocol level understanding of Switching technologies – LACP, MLAG, Ethernet, VLAN
You will need expert level knowledge of IP networking, routing and Data Center technologies – OSPF, VxLAN, BGP, EVPN, DRNI, Overlay/Underlay, Spine/Leaf Architecture , Telemetry etc
You will need must have packet level understanding of ARP, DHCP, UDP, TCP, ICMP, SNMP
You will need expert level knowledge and experience with DevOps and programming Python, REST API,  NetConf, Ansible, Stack Storm etc.
You will need cloud centric technologies Openstack, Kubernetes, AWS, Azure.
You will need compute OS (Red Hat Linux) and Virtualization (VMware, KVM, Docker Containers).
You will need advanced Software and hardware knowledge of computing, storage and peripheral devices.
You will need specific knowledge and training with the company’s products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
You will need advanced proficiency with case management databases and tools.
You will need superior customer service skills. Phone and remote support experience. E-support experience, knowledge and resolution ability.
You will need the ability to solve and document solutions for usage of other technicians and customers.
You will need the ability to mentor new agents.
You will need the ability train peers on solutions.
You will need the ability to take full ownership for resolution with escalated customers.
You will need the ability to lead technical action plans.
You will need to lead or provide expertise to teams or projects.
You will need highly developed knowledge of more complex solutions.

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