L2 Telecommunications Software Support Engineer

L2 Telecommunications Software Support Engineer

This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.

Job Description:

By 2030, more than 100 billion things will be connected via 5G networks. These networks will need to be highly available and agile to deliver personalized experiences.

For more than three decades, Hewlett Packard Enterprise has been delivering technology services to the biggest Telco carriers on the planet. We support more than 300 Telcos in 160 countries, serving over 850 million subscribers, with 96% of the Top 25 Telcos using HPE infrastructure.

Are you looking for an opportunity to use your skills and imagination to enable this Telco evolution? Are you looking for an inclusive, flexible work environment, where everyone’s uniqueness is appreciated? Do you want to be challenged, have the freedom to innovate, continuously learn and grow, while being supported by a team of other innovators ready push beyond the status quo? Then we have the right opportunity for you!

We are looking for a Product Support Delivery Engineer to join us! In this role, you will be responsible for delivering against business commitments for product support services for the respective CMS portfolio area on a global basis.

In a typical day as a Product Support Delivery Engineer, you would:

• Own and lead the actions necessary to manage a case according to the committed SLO.
• Act as HPE technical interface and problem handling focus point for the support delivery team, and the R&D team
• Participate in problem diagnosis or isolation (use available analysis tools and KM materials, capture information in log file)
• Interact with next level of support (portfolio R&D at L3 or CPE)
• Raise escalation as required and participate in escalation resolution
• Facilitate with R&D team with date for Root Cause Analysis when needed
• Coordinate with other local HPE resources (e.g. 9W support teams) when necessary
• Demonstrate high customer facing skills and the ability to work under pressure
• Inform customers about support case survey, proactively trigger the survey when the system is enable to support this and encourage the customer to respond.
• Manage cases in call handling system as defined by the CMS support processes
• Participate to queue monitoring, stand-by duty, follow the sun teams.
• Act as the Customer Support Technical Lead (CSTL) when this is sold to the customer
• Proactively acquire and maintain in-depth technical knowledge of the products in scope of the teams responsibility to enable troubleshooting of complex problems
• Capture solutions to issues to enhance the CMS Support knowledge bases (KM)
• Ensure compliance with HPE policies (including SBC, travel and GDPR requirements)
• Ensure that assets are maintained and used in accordance to HPE policies
• On exceptional basis, validate patches and changes from R&D prior to officially releasing them to customers
• Work with a continuous focus on the customer and take the appropriate actions to keep Customer satisfaction high.
• Propose improvement to software quality and support processes working with Quality representative for the aligned part of the portfolio and where appropriate participate in the agile cycle for product releases.

Education and Experience Required:

• Holding a Bachelor’s engineering degree or equivalent experience and a minimum of 5 years of experience or a Master’s degree and 3 years of experience.
• At least 5 years of experience in software support, especially for telecommunication customers
• Primary skills: Telecommunications/ IT software troubleshooting skills
• Secondary skills: OpenShift, containers, database troubleshooting skills
• Analytical problem-solving skills.
• Problem reproduction skills on lab setup
• Fluent in English
• Strong interpersonal and communication skills achieving personal and group productivity through networking and teamwork.
• Customer interaction to promote customer-oriented responsiveness.
• Microsoft Office tools end-user knowledge, for technical writing and reports

Preferred Knowledge and Skills:

• 
  Telecommunications market knowledge
• Customer first acumen and drive
• Intense technical curiosity

…we want to hear from you!

What we can offer you:

Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.

If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

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Job:

Services

Job Level:

Expert

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

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