Technical Support Specialist

Hewlett Packard Enterprise•Kanata, ON

8d•CA$67,500 - CA$117,500•Onsite

About The Position

This position is for an existing vacancy. All interested candidates are encouraged to apply. The Technical Support Specialist will support Security products, working directly with our customers and partners. Work with highly knowledgeable group of customers and as escalation point for other TAC groups within the organization. Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab. Provide technical expertise and guidance during testing, deployment and operational phases of networks. Manage critical customer issues and facilitate communication between customers, escalation, and engineering. Be a customer advocate for timely resolution of issues and for problem reproduction and escalation. Document and reproduce customer related networking problems, and if necessary coordinate fixes by engineering department. Develop technical specialties and prepare technology white papers on these areas. Participate in cross functional tasks such as new product development projects, support readiness teams, KB and other documentation activities. Help improve processes and tools.

Requirements

Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
2-4 years of networking experience.
Very Strong TCP/IP knowledge.
Strong understanding of Routing and routing-protocol experience required, with strong transferable skills in other networking disciplines.
Strong Routing Protocol Knowledge (OSPF, BGP, RIP) skills required.
Experience with IS-IS, MPLS, Multicast and various WAN protocols.
Strong working knowledge in both Unix/Linux and Windows
The ideal candidate will be able to analyze sniffer traces and resolve various routing issues.
Strong Understanding of High Availability concepts (HSRP, VRRP)
Knowledge of Security Technologies (Firewall and VPN)
Working Knowledge of Load Balancing concepts
Excellent Communications and Interpersonal Skills required.
Ability to learn and integrate new technologies in a fast-paced environment.

Nice To Haves

Knowledge of Python and scripting languages are an advantage.

Responsibilities

Provide Tier 3 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.
Identify the bugs and work with relevant teams towards the fix.
Represent customers in internal meetings/discussions.
Perform review of cases and provide quality feedback
Provide on-site support for customers when needed.
Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website.
Ability to travel (both domestic and abroad) is probable (although this would be a small percentage of time).
Ability to work on a weekend (either being staffed or through oncall methods)