Senior Network Support Specialist / Spécialiste principal en support réseau
About The Position
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office. 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. Position Overview We are seeking a highly skilled Senior Level 3 Network Support Specialist to join the HPE Networking Instant On team. This role serves as the highest level of technical customer support for the Instant On portfolio, including cloud-managed access points, switches, and gateways. The successful candidate will act as the technical escalation point for complex customer issues, performing deep troubleshooting, root-cause analysis, issue reproduction, and validation of fixes. Working closely with Customer Support, Quality Assurance, Product Management, and Engineering teams, this individual will drive rapid resolution of critical customer issues while helping improve product quality and customer experience. This is a hybrid role; the selected candidate will work a minimum of 3 days per week from HPE office in St. Laurent.
Requirements
- Bachelor's degree in Computer Engineering, Computer Science, Electrical Engineering, or related field.
- 7+ years of experience supporting enterprise networking products.
- Strong knowledge of: TCP/IP networking, Routing and switching, Wireless LAN technologies (802.11), Network security fundamentals
- Strong analytical and debugging skills.
- Experience working with Linux-based systems.
- Ability to analyze logs and perform deep technical investigations.
- Excellent written and verbal communication skills.
- Experience interacting directly with customers and technical support organizations.
Nice To Haves
- Experience with Aruba or HPE Networking products.
- Experience troubleshooting cloud-managed networking solutions.
- Familiarity with AWS cloud services.
- Experience with scripting or automation technologies (Python, AI-assisted troubleshooting tools).
- Wireless and networking certifications (CWNA, CWNP, CCNP, Aruba certifications).
Responsibilities
- Own Level 3 technical escalations for Instant On networking solutions.
- Perform advanced troubleshooting of: Cloud-managed networking platforms, Wireless access points, Ethernet switches, Security gateways, Mobile and web management applications
- Conduct root cause analysis (RCA) for customer-reported issues.
- Analyze system logs, packet captures, cloud telemetry, and backend data.
- Reproduce customer issues in laboratory environments.
- Validate software fixes and confirm resolutions before release.
- Work directly with development teams to identify software defects and prioritize corrective actions.
- Provide technical guidance and mentoring to Level 1 and Level 2 support organizations.
- Develop troubleshooting procedures, knowledge base articles, and technical documentation.
- Support customer proof-of-concepts, critical escalations, and high-visibility customer engagements.
- Leverage automation and AI-assisted tools to improve troubleshooting effectiveness and operational efficiency.
Benefits
- A competitive salary and significant benefits package
- Diverse and dynamic work environment
- Work-life balance and career development support
- Health & Wellbeing: comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
- Personal & Professional Development: investment in your career with specific programs catered to helping you reach any career goals.
- Unconditional Inclusion: unconditionally inclusive in the way we work and celebrate individual uniqueness.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
