Job Description
- Lead and drive troubleshooting on Customer reported issues.
- Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
- Gain in-depth knowledge of the infrastructure and technologies that are present in customer s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
- Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
- Keep the other support teams trained on the designated CFTS customer network, practices followed.
- Provides technical expertise and guidance during testing, deployment and operationa...
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