L2 Telecommunication Software Support Engineer

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Job Description

L2 Telecommunication Software Support Engineer
This role has been designated as Edge, which means you will primarily work outside of an HPE office.
Job Description:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world.Our culture thrives onfinding new and better ways to accelerate what's next.We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs.We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you.Open up opportunities with HPE.
By 2030, more than 100 billion things will be connected via 5G networks. These networks will need to be highly available and agile to deliver personalized experiences.
For more than three decades, Hewlett Packard Enterprise has been delivering technology services to the biggest Telco carriers on the planet. We support more than 300 Telcos in 160 countries, serving over 850 million subscribers, with 96% of the Top 25 Telcos using HPE infrastructure.
Are you looking for an opportunity to use your skills and imagination to enable this Telco evolution Are you looking for an inclusive, flexible work environment, where everyone's uniqueness is appreciated Do you want to be challenged, have the freedom to innovate, continuously learn and grow, while being supported by a team of other innovators ready push beyond the status quo Then we have the right opportunity for you!
We are looking for a L2 Telecommunication Software Support Engineer to join us! In this role, you will be responsible for delivering against business commitments for product support services for the respective CMS portfolio area on a global basis.

  • Own and lead the actions necessary to manage a case according to the committed SLO.
  • Act as HPE technical interface and problem handling focus point for the support delivery team, and the R&D team
  • Participate in problem diagnosis or isolation (use available analysis tools and KM materials, capture information in log file)
  • Interact with next level of support (portfolio R&D at L3 or CPE)
  • Raise escalation as required and participate in escalation resolution
  • Facilitate with R&D team with date for Root Cause Analysis when needed
  • Coordinate with other local HPE resources (e.g. 9W support teams) when necessary
  • Demonstrate high customer facing skills and the ability to work under pressure
  • Inform customers about support case survey, proactively trigger the survey when the system is enable to support this and encourage the customer to respond.
  • Manage cases in call handling system as defined by the CMS support processes
  • Participate to queue monitoring, stand-by duty, follow the sun teams.
  • Act as the Customer Support Technical Lead (CSTL) when this is sold to the customer
  • Proactively acquire and maintain in-depth technical knowledge of the products in scope of the teams responsibility to enable troubleshooting of complex problems
  • Capture solutions to issues to enhance the CMS Support knowledge bases (KM)
  • Ensure compliance with HPE policies (including SBC, travel and GDPR requirements)
  • Ensure that assets are maintained and used in accordance to HPE policies
  • On exceptional basis, validate patches and changes from R&D prior to officially releasing them to customers
  • Work with a continuous focus on the customer and take the appropriate actions to keep Customer satisfaction high.
  • Propose improvement to software quality and support processes working with Quality representative for the aligned part of the portfolio and where appropriate participate in the agile cycle for product releases.
  • Holding a Bachelor's engineering degree or equivalent experience and a minimum of 5 years of experience or a Master's degree and 3 years of experience.
  • At least 5 years of experience in software support, especially for telecommunication customers
  • Primary skills: Java based telecommunications software troubleshooting skills
  • Secondary skills: OpenShift, containers, database troubleshooting skills
  • Analytical problem solving skills
  • Problem reproduction skills on lab setup
  • Fluent in English
  • Strong interpersonal and communication skills achieving personal and group productivity through networking and teamwork.
  • Customer interaction to promote customer-oriented responsiveness
  • Microsoft Office tools end-user knowledge, for technical writing and reports
  • Telecommunications market knowledge
  • Customer first acumen and drive
  • Intense technical curiosity

Join us and make your mark!
We offer:
. A competitive salary and extensive social benefits
. Diverse and dynamic work environment
. Work-life balance and support for career development
. An amazing life inside the element! Want to know more about it
Then let's stay connected!
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
Job Level:Specialist

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

The Hewlett Packard Enterprise Company is an American multinational information technology company based in Spring, Texas, United States. HPE was founded on November 1, 2015, in Palo Alto, California, as part of the splitting of the Hewlett-Packard company.

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