Senior Technical Service Advisor – French

Senior Technical Service Advisor – French

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

At HPE Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the HPE Juniper Way.

Key objectives

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. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers in evaluating networks for performance, scalability, and security and provide recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new HPE Juniper software and hardware features in the customer's network.

Key responsibilities include the following, but are not limited to:

• This role requires you to be a customer advocate within HPE Juniper and be a single point of contact for the customer for all post-sales service needs
• Stay in alignment with the customer and accounts team concerning the services sales and delivery.
• Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Juniper technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
• Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.
• Act as an interlock between Customer and HPE Juniper Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer.
• Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.
• Conduct Periodic reviews with the customer on HPE Juniper service delivery metrics, SLA, and quality.
• Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
• Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans.
• Assist the customer in making use of proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)
• Partners with Customers in conducting periodic HPE Juniper product health checks and Configuration/Design reviews to identify potential improvement areas. Based on the evaluation make a relevant recommendation to optimize operational performance concerning design/topology/configuration.
• Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
• Engages with HPE Juniper engineering teams to improve potential quality issues with products.
• Document and maintain customer network solutions knowledge and educate other internal HPE Juniper resources for a better support experience.

Skill specifications

The candidate must have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.

Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.

Experience working in large enterprises, Network service providers have added advantage.

ITIL Framework process knowledge will be an added advantage.

Experience and desire to work on automation will be valuable in long run.

Amiable communication, interpersonal, and social skills will make a difference!

HPE Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.

Qualification and Experience:

Experience with customer facing roles is essential.

We prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.

8+ years experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks.

High exposure to network operations environment.

Ability to operate independently, including management of priorities in unstructured environment.

Fluent French

The successful candidate will demonstrate and be a role model for the values of the "HPE Juniper Way" - Be Bold, Build Trust, Deliver Excellence.

HPE Juniper Networks is an equal-opportunity employer. We value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, disability, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform important job functions, and receive other benefits and privileges of employment. Please contact us for more information.

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Information Technology (IT) Infrastructure, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements, Product Services, Relationship Building {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

#tunisia #networking

Job:

Services

Job Level:

TCP_04

Hewlett Packard Enterprise is EEO 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.

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Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.