Technical Service Advisor 4 at Hewlett Packard Enterprise

Bogota, D.C., Bogota, D.C., Colombia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Information TechnologyIndustries

Requirements

Hybrid work arrangement (average 2 days per week from HPE office)
Professional knowledge to review and assess open software defects
Ability to discover potential risks associated with deployment plans and partner with customers to develop mitigation plans
Expertise in delivering proactive consulting services (e.g., technical analysis, impact assessment, health check analysis, software upgrade analysis, config review)
Familiarity with Juniper products, services (e.g., Premium Care, Care Plus, Optimum Care, Advanced Customer Support), and processes
Understanding of ITIL for establishing customer-specific operational status and reporting frameworks
Knowledge of customer lifecycle, network performance, scalability, security, configurations, and topologies

Responsibilities

Act as a single point of contact for post-sales customer service issues for customers, partners, and account teams
Represent Juniper customer service to the customer and represent the customer back to Juniper
Support accounts/customers aligned with services sales and product sales activities
Track and manage deliverables of Juniper services (Premium Care, Juniper Care Plus, Juniper Optimum Care, Advanced Customer Support, credits, training credits)
Ensure support cases are resolved per SLAs and expedite/escalate critical issues among Juniper technical support teams
Provide technical inputs to facilitate and expedite escalated problem resolution
Proactively escalate issues and bring together experts to resolve critical and important issues
Act as interlock between customer and Juniper Professional Services, Advanced Services, and Education Services
Coordinate and oversee all customer service delivery, including maintenance of support plans in cooperation with Service Business Manager
Engage early on major projects for service requirements, risk management, and expectation setting
Conduct periodic reviews with customers on service delivery metrics, SLAs, and quality
Establish customer-specific operational status and reporting frameworks (using ITIL) and lead delivery/presentation of status reports
Partner with customers on periodic Juniper product health checks to identify potential risks

Skills

Juniper

Networking

Network Configuration

Network Performance

Scalability

Security

Customer Service

Technical Support

Post-Sales Support

Network Optimization

Hewlett Packard Enterprise

Provides enterprise IT solutions and services

About Hewlett Packard Enterprise

Hewlett Packard Enterprise provides enterprise IT solutions with a focus on cloud services, artificial intelligence, and edge computing. Their products include HPE Ezmeral for managing containers, HPE GreenLake for cloud services, and HPE Aruba for networking. These solutions help businesses improve their performance and adapt to digital changes. HPE's business model includes selling hardware, software, and services, as well as offering subscription-based services and long-term contracts. What sets HPE apart from competitors is its commitment to open-source projects and its active developer community, which supports collaboration and innovation. The company's goal is to empower organizations to transform digitally and optimize their operations.

Houston, TexasHeadquarters

1939Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Integration challenges with Juniper Networks may delay AI-driven networking benefits.

Competition from startups like Flywheel could impact HPE's AI and cloud services.

HPE's acquisition strategy may strain resources and distract from core operations.

Differentiation

HPE's GreenLake offers a unique hybrid cloud platform for diverse IT environments.

HPE Ezmeral provides advanced container management, enhancing enterprise AI and analytics capabilities.

HPE's Aruba solutions integrate cloud security and networking for seamless, secure connectivity.

Upsides

HPE's acquisition of Juniper Networks boosts AI-driven innovation in networking.

OpsRamp acquisition enhances HPE's IT management with AI-based automation capabilities.

Axis Security integration strengthens HPE's cloud security offerings with SASE solutions.

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