THD - Problem Management Engineer at Aruba in Alpharetta, Georgia

Job Description:

THD - Problem Management 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 an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.

Aruba, a Hewlett Packard Enterprise Company, is a leading provider of next-generation network access solutions for the mobile enterprise: http://www.arubanetworks.com/company/about-us.

Aruba is redefining the "Intelligent Edge" Aruba is creating new customer experiences by building intelligent spaces and digital workspaces - leading next-generation network access solutions for the mobile enterprise. We are focused on campus, branch, mobility and the IoT to transform businesses with the combined power of compute, context, control, and secure connectivity. We help some of the largest and most exciting companies globally to modernize their networks to meet the demands of a digital future. 

The Problem Management Team aims to find and eliminate the root cause of known incidents that are occurring in the customer’s environment as well as to identify and prevent future incidents from recurring.  Key focus areas for the team:

• Categorize incidents and problems for proper reporting and escalations


• Conduct a root cause analysis to determine and resolve the cause of events and incidents


• Determine priority of the problem to detect based on the impact to the environment with consideration of cost, resources, availability, or backlog for future focus


• Review operations data, maintenance records, and event logs to detect problems targeting trends of events

How You Will Make Your Mark:

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses, as well as end user contacts and proactive notification systems


• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based upon customer entitlement (warranty through mission-critical)


• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence


• Evaluate unique or complex installations or configurations and make recommendations for resolution

About You:

• Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.


• 3-5 years experience in relevant technologies and customer environments.


• Excellent verbal and written communication skills in English language


• Experience troubleshooting in a technical environment


• Software and hardware knowledge of computing, storage and peripheral devices


• Advanced proficiency with case management databases and tools


• Phone and remote support experience


• Layer 2 and Layer 3 switching troubleshooting experience - - Preferably Aruba / Cisco product experience


• Wireless LAN troubleshooting experience - Preferably Aruba / Cisco product experience

What we can offer you:

Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.

If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!

Find out more about us and follow us on:

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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.

#Aruba

#ArubaUS

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Job:

Job Level:

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.