ITOC NETWORK ENGINEER – ITALIAN SPEAKER

ITOC NETWORK ENGINEER – ITALIAN SPEAKER

  

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

Job Description:

   

We are looking for Network Engineer to join our team!

Responsible for providing technical assistance and support related to hardware or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Early career and freshly graduated candidates with remarkable potential will be as well considered.

How you will make your mark:

• Support for various issue categories through effective usage of knowledge base with the agreed SLA.

• Capture, log, route, track, follow-up, close and report on incidents. This includes recognizing and taking action when an event is raised and when a customer is contacting the ITOC.

• Troubleshoot and resolve repeated incidents.

• Manage Incidents in an Incident management system.  All incidents will be managed centrally in a single Incident management system.  A centralized database of Incident information will be available for historical analysis, recognizing trends, conducting root-cause analysis, service level and other reporting.

• Incidents will be assigned a priority based on priority which will determine SLAs the end user can expect for end-to-end resolution       

• Provide regular reports on statistics and service levels as mutually agreed.  HPE will provide ad hoc reports on request.        

• Installing, configuring, basic troubleshooting of enterprise products of networking like switches, routers, access points, WAN/LAN. 

• Wider knowledge and practical expertise in Infrastructure Management and enterprise technologies Networking, should be capable of performing SOP based activities across all technologies.

• Proven experience and expertise with Aruba

• stay current with system information, changes and updates

• Write procedure manuals.

• Perform/execute service requests and prepare/send daily/weekly/monthly reports.

• Engage vendors to assist with resolution of incidents, where relevant

• familiar with escalation, Incident and Change management process (ITIL)

• Ready to work in rotational shifts 24 x 7 x 365 basis.

• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's 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 on customer entitlement (warranty through mission-critical). .

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

• Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.

• Review and may resolve complex business issues.

• Excellent communication skills. Add case resolution to KMS.

• Understand and utilize Information Technology Information Libraries (ITIL).

• Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.

About you:

• Bachelor’s degree in IT - Preferably on networking

• Knowledge and experience of customer service practices

• Related experience and training in troubleshooting and providing help desk support

• Knowledgeable to ask questions to determine nature of problem and log tickets in tool.

• ITIL Foundation

• Technical Certification – Preferably on networking

• Excellent oral and written communication skills in ITALIAN. French, English and any other language will be considered as a plus.

• Learning skills

• Customer service orientation

• Problem analysis, problem-solving,  adaptability, team interaction

• Comfortable with a process driven environment

• Ability to work across organizational and professional boundaries

• High level of interpersonal skills, including active listening and understanding

• Good organizational skills and ability to priorities workloads.

• Work to tight deadlines / service levels

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 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.

Job:

Services

Job Level:

Expert

    

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.