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

TechnologyIndustries

Requirements

Hybrid work arrangement (average 2 days per week from HPE office)
Professional knowledge of Juniper networks, software defects, performance, scalability, security, configurations, and topologies
Understanding of customer lifecycle and ITIL framework for operational status and reporting
Ability to represent Juniper customer service to customers and vice versa

Responsibilities

Act as a single point of contact for post-sales customer service issues for customers, partners, and account teams
Support accounts/customers aligned with services sales and product sales activities
Track and manage deliverables of Juniper Premium Care, Juniper Care Plus (JCP), Juniper Optimum Care (JOC), Advanced Customer Support (ACS), and advanced options including credits and 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 required expertise to close critical and important issues
Act as an interlock between customers and Juniper Professional Services, Advanced Services, and Education Services
Coordinate and oversee all customer service delivery into the account, including maintenance of the support plan in cooperation with the Service Business Manager (SBM)
Engage early on major projects for service requirements, risk management, and expectation setting with account teams, partners, and customers
Conduct periodic reviews with customers on Juniper service delivery metrics, SLAs, and quality
Establish customer-specific operational status and reporting framework (using ITIL) and lead delivery/presentation of status reports
Review and assess open software defects and discover potential risks associated with deployment plans, partnering with customers on mitigation plans
Deliver proactive consulting services such as technical analysis and recommendations (impact assessment, health check analysis, software upgrade analysis, config review)
Partner with customers on periodic Juniper product health checks to identify potential risks

Skills

Juniper

Networking

Network Configuration

Network Optimization

Scalability

Security

Customer Service

Technical Support

Juniper Software

Juniper Hardware

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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