Technical Support Engineer – Mist Assurance

Overview

Technical Support Engineer role in HPE Networking's Mist Assurance team, resolving customer-reported network issues and supporting knowledge base and team efficiency.

What you'll do

• Triage and resolve customer-reported issues with a focus on delivering a positive customer experience.
• Follow standard troubleshooting steps and predefined action plans to diagnose and resolve common issues.
• Meet defined SLAs for response time, resolution time, and quality of customer communication.
• Reproduce basic customer issues in test environments (using guided procedures) when required.
• Analyse logs and system outputs to identify known issues and escalate appropriately when needed.
• Collaborate with senior team members for complex issue resolution and knowledge sharing.
• Maintain and update knowledge base articles and documentation to support faster issue resolution and team efficiency.
• Handle multiple tickets, prioritize tasks, and work independently with minimal supervision.

What you'll need

• Strong verbal and written communication skills with the ability to interact effectively with customers and team members.
• Basic troubleshooting skills to identify and resolve common network-related issues following standard procedures.
• Foundational understanding of networking concepts and switching basics (VLANs, STP, LACP, basic multicast concepts).
• Foundational understanding of core IP protocols (ARP, ICMP, TCP/UDP, DNS, DHCP).
• Foundational understanding of basic authentication concepts (802.1X, EAP basics).
• Foundational understanding of wireless fundamentals (802.11 standards, basic NAC concepts, PoE awareness).
• Foundational understanding of introductory routing knowledge (BGP and OSPF fundamentals).
• Willingness to learn and adapt, with a proactive approach to developing technical skills.
• Engineering graduates with 1-3 years of experience in technical support for enterprise/campus or cloud networks.

Nice to have

• Experience with Cloud Solutions.
• Certifications like JNCIA, CCNA, or Cloud/Wireless technologies.

Details

• Hybrid role: works on average 2 days per week from an HPE office.
• Location: Bengaluru, Karnātaka, India.
• Job level: TCP_01.