Switching-Technical Support Engineer, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
Costa Rica, Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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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

Additional Information:

Job Posted:
November 05, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Switching-Technical Support Engineer