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Hewlett Packard Enterprise Logo Hewlett Packard Enterprise · IT - Administration

Switching-Technical Support Engineer

Costa Rica, Heredia · Job Posted November 05, 2025
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Job Description

Solves technical issues across a broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers. With in-depth engineering level technical product skills or skills across related technologies, applies advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues for customers. Beyond the break-fix model, takes end-to-end ownership and communication (internal and external) of the solution from deployment to end-of-life using established clusters of activities which produce a defined outcome. Responsible to monitor, manage and administer the health, capacity & performance of Cloud Services. Architects and develops tailored solutions through a variety of customer contact channels in a hybrid environment: on-site and remote.

Job Responsibility

  • Solve technical issues across broad range of technologies (Servers, Storage, Network and SAN) providing Cloud Services solutions for customers
  • Apply advanced troubleshooting techniques and solution-oriented, data driven approaches to proactively identify and correct service degradation issues
  • Take end-to-end ownership and communication (internal and external) of solutions from deployment to end-of-life
  • Monitor, manage and administer health, capacity & performance of Cloud Services
  • Architect and develop tailored solutions through various customer contact channels in hybrid environment
  • Provide incident & problem resolution, and change, performance & capacity management
  • Work in highly dynamic TAC (Technical Assistance Center) environment with high focus on customer satisfaction
  • Determine problems quickly and deliver remarkable customer experience
  • Be customer advocate for timely resolution of problems
  • Take ownership for problem resolution, problem reproduction and escalation
  • Work on Weekends/Holidays as per business requirement

Requirements

  • B.E. in Electronics Engineering or Computer Science
  • 3+ years of experience supporting/Designing/implementing IP networks
  • Experience troubleshooting, implementation and support of large IP networks
  • Advanced English Level
  • Excellent verbal and written communication, presentation, and customer handling skills
  • Ability to logically troubleshoot complex and high impact problems
  • Technical Support experience supporting critical network infrastructures of Enterprise/Telecom or Cloud customers
  • In-depth knowledge of: IP Packet flow, OSI layers
  • Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
  • IP routing protocols (BGP, OSPF, ISIS, RIP)
  • Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)
  • Understanding/Exposure/Expertise in one or more areas: MPLS, VPLS, L2 and L3 VPN
  • MPLS engineering
  • Layer 2 / layer 3 VPN (EVPN)
  • MIST wired
  • Platform Knowledge: Juniper (routers, switches), Cisco, Nortel, Huawei, traffic generators (Ixia, Agilent)/traffic simulators, protocol analyzers, testers etc.

Nice to have

  • Support for Juniper's products (mainly EX/QFX series)
  • Preferred Certifications: CCNA/CCNP/CCIE, JNCIA, JNCIS-M, JNCIP-M, JNCIE-M, CCIE-SP

What we offer

  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion environment
  • Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
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