Technical Service Advisor, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
Colombia, Bogota

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Advanced Services team provides exceptional outcomes and remarkable customer experience through forward-looking technical services to optimize network reliability and performance for designated customers. This role involves representing Juniper customer service to customers and representing customers back to Juniper, acting as a single point of contact for post-sales customer service issues.

Job Responsibility:

Act as single point of contact for post-sales customer service issues
Represent Juniper customer service to the customer and represent customer back to Juniper
Support account/customer with alignment to services sales and product sales activities
Track and manage deliverables of Juniper Premium Care, Juniper Care Plus, Juniper Optimum Care, Advanced Customer Support
Help support cases resolved as per SLAs and expedite/escalate critical issues
Proactively escalate and bring required experts together to resolve critical issues
Act as interlock between Customer and Juniper Professional Services, Advanced Services and Education Services
Coordinate and oversee all customer service delivery into the account
Conduct periodic reviews with customer to review Juniper service delivery metrics, SLA and quality
Establish customer specific operational status and reporting framework
Review and assess open software defects and discover potential risks
Deliver proactive consulting services such as technical analysis and recommendations
Partner with Customers in conducting periodic Juniper product health checks
Review and evaluate network plans and assist in planning new feature implementation

Requirements:

Bachelor's degree in electrical/electronic Engineering, Computer Science or equivalent
8+ years experience in designing, implementing, and solving technical problems of state-of-the-art Datacenter, IP/MPLS Networks
Deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)
Expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN
Upper intermediate level of English
Bilingual in English/Spanish
High exposure to network operations environment
Ability to operate independently, including management of priorities in unstructured environment
Experience with customer facing roles

Nice to have:

MBA or Business degree
Knowledge of newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless
Experience working in large enterprises or Network service providers
ITIL Framework process knowledge
Experience with automation
Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents
Amiable communication, interpersonal and social skills

What we offer:

Health & Wellbeing benefits
Personal & Professional Development programs
Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
Career development programs
Flexible work arrangements
Inclusive work environment

Additional Information:

Job Posted:
November 06, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Service Advisor