Support Engineer, Level I

Support Engineer, Level I

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

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 on finding new and better ways to accelerate what's next.

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.

If you are looking to stretch and grow your career our culture will embrace you.

Open up opportunities with HPE.

Job Description:

Essential functions:


* Monitor L1 queue for new cases, respond to/update all cases in a timely fashion


* Work with entire support team to share caseload appropriately


* Providing technical support to customers and users


* Escalate cases as necessary with appropriate documentation for the next engineer to address


* Work with account managers for updates/priority/difficulty regarding cases


* Reproduce issues as necessary, document and submit bugs to development to be addressed


* Work with development to confirm if bugs/regressions were fixed in a specific release


* Review forums to provide knowledge if applicable and assist customers with submitting feature requests if needed


* Attend daily stand up meeting, respond to/raise questions about cases

Competency:


* Detail oriented and possess the ability to work effectively remotely


* Practical understanding of cloud computing and virtual computing technologies


* Knowledge of commonly used support tools, practices, and procedures



* High level of proficiency with web-based live communication tools, instant messaging, and group collaboration


* Excellent communication skills, both written and verbal, using different communication and collaboration tools like phone, text, email, chat, and web conferencing tools


* Ability to problem solve under pressure and create new exciting solutions

Required education and experience:


* 3+ years of work experience


* 2+ years of relevant work experience in a technical role


* 2+ years experience in Linux or Windows server administration


* 1+ years experience with 1 or more of the following: VMware, AWS, GCP, Azure, Nutanix, KVM


* Basic networking troubleshooting skills including IPv4, load balancers, and proxies

Preferred education and experience:


* Understanding of microservices architectures like databases, message queues, indexing and Java applications


* Understanding of on-premises hypervisor technologies like VMware vSphere, OpenStack, or KVM


* Knowledge of cloud architecture and services ...