Technical Support Engineer – Mist Assurance
This role has been designed as 'Hybrid' with a requirement 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.
Job Description
At HPE, We Advance the Way People Live and Work. Hewlett Packard Enterprise is a global edge-to-cloud company built to transform businesses. We help customers connect, protect, analyse, and act on their data and applications wherever they live, from edge to cloud.
Join us in shaping the future of connectivity. Our HPE Networking team combines AI-driven insights, cloud innovation, and next-generation wired and wireless technologies to deliver exceptional experiences for enterprises worldwide.
What you'll do
•Triage and resolve customer-reported issues with a focus on delivering a positive customer experience.
•Follow standard troubleshooting steps and predefined action plans to diagnose and resolve common issues.
•Meet defined SLAs for response time, resolution time, and quality of customer communication.
•Reproduce basic customer issues in test environments (using guided procedures) when required.
•Analyse logs and system outputs to identify known issues and escalate appropriately when needed.
•Collaborate with senior team members for complex issue resolution and knowledge sharing.
•Maintain and update knowledge base articles and documentation to support faster issue resolution and team efficiency.
•Demonstrate the ability to handle multiple tickets, prioritize tasks, and work independently with minimal supervision.
What You Need to Bring
Must-Have Skills:
•Strong verbal and written communication skills with the ability to interact effectively with customers and team members.
•Basic troubleshooting skills to identify and resolve common network-related issues following standard procedures.
•Foundational understanding of:
•Networking concepts and switching basics (VLANs, STP, LACP, basic multicast concepts)
•Core IP protocols (ARP, ICMP, TCP/UDP, DNS, DHCP)
•Basic authentication concepts (802.1X, EAP basics)
•Wireless fundamentals (802.11 standards, basic NAC concepts, PoE awareness)
•Introductory routing knowledge (BGP and OSPF fundamentals)
•Willingness to learn and adapt, with a proactive approach to developing technical skills.
Good-to-Have Skills:
•Experience with Cloud Solutions
•Certifications like JNCIA, CCNA, or Cloud/Wireless technologies
Who Should Apply?
•Engineering graduates with 1-3 years of experience in technical support for enterprise/campus or cloud networks.
•Professionals who love solving problems, thrive in dynamic environments, and want to make an impact.
What We Can Offer You
Health & Wellbeing: We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development: We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
