Job Description
Who We Are:
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CDS, a Hewlett Packard Enterprise company (CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to Hewlett Packard Enterprise customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.
CDS is present in 11 European countries with more than 1,800 employees, and embraces all of Hewlett Packard Enterprise’s values and commitments to employees and customers alike.
Role Overview:
The role is to support expanding network team & to engage on a number of service offerings. This will include deployment / implementation, maintenance & proactive elements i.e health checks, firmware reviews. Training programme creation & delivery to internal engineers. It will be predominately based in the south but also expected countrywide support requirement for our key network clients . It will require both remote & onsite working & engagement on an on call rota
The tasks will include (but not limited to):
- Troubleshooting hardware and firmware issues on various forms of equipment
- Configuring, deploying and support of network equipment
- Adhering to strict policies and processes around security and data protection
- Ensuring SLA requirements and Customer Satisfaction metrics are on or above target
- Creating and maintaining comprehensive and meaningful updates within the ticket handling systems
- Ensuring the escalation process is followed and any issues are communicated appropriately to internal and customer management teams
- Working along side HPE TAC teams to resolve customer issues
- Delivery of technical training to other engineers
- Close contact with the clients to understand & manage project deliverables
- Manage communication with customers on complex technical problems
- Manage technical tests, proof of concepts
Required skills and attributes:
- HPE Aruba Network accreditation preferably at least professional level or Cisco equivalent preferably CCNP or above
- Proven networking background at least 4 years experience
- Proactive approach to work activities & support of colleagues
- Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership
- Must have a strong understanding of all major aspects of systems and network equipment HW and FW/SW & knowledge of multiple platforms
- Exceptional customer service skills including the ability to simplify technical detail
- Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines
- Confident, collaborative working style and able to interface with people of all levels
- Knowledge of management and report tools (SolarWinds, IMC....)
- Ability to pass necessary steps to achieve high level UK Government security clearances
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