HP posted a job you might be interested in June 06, 2014 at 02:30PM

HP



Tipping Point Customer Support Expert

Singapore, SG - Computer Networking

As a unified business, HP Enterprise security products (ESP) is one of the largest and fastest growing security organizations on the planet! Security, compliance, and risk management is a high growth market, and that market is accelerating. Those who would put enterprises at risk are increasing in number and sophistication rapidly, as evidenced by the daily reports of vulnerabilities and compromised systems. ESP is positioned to provide the best and most comprehensive solutions to secure large enterprises from these growing threats, as well as help them meet regulatory and compliance standards. ESP combines the strengths of ArcSight in security event and risk management; Fortify/ Application Security Center (ASC) in Software Security Assurance and code security; TippingPoint in network intrusion prevention and threat management; and Atalla in data protection.

The TippingPoint TAC (Technical Assistance Center) Engineer - Level 3 will report to the HP TippingPoint TAC Escalation Manager. The Level 3 TAC engineer will be responsible for handling all aspects of customer support across all HP TippingPoint products - engaging the customer from initial contact via phone/email through problem resolution. The L3 TAC Engineer will also be responsible for assisting, mentoring, and training Level 2 TAC Engineer staff. The engineer will be on call 24x7 via a rotating cell phone between co-workers.

Expectations and responsibilities include:

• Successful resolution of 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)

• 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

• Ability to own and manage special projects as assigned by management

• Ability to review and resolve complex business issues

• Excellent communication skills

• Add case resolutions to Knowledge Management System (KMS)

• Frequent communication with the Sales teams on customer's issues

• Comfortable managing technical issue as well as customer business impact and ability to blend and appreciate these aspects in communication with customer

• Other escalation duties and projects as needed

Qualifications

• 8 + years of experience in Networking

• 4+ years of experience in working directly with customers

• Excellent communication and presentation skills, with strong written and verbal skills in language to be supported (English, Mandarin, Simplified Chinese)

• In-depth knowledge of network routing protocols and Internet troubleshooting techniques (Routers, Switches, VPN, etc.)

• Working knowledge of information security products and technologies (Intrusion Detection/Prevention, URL filtering, Firewall & ACL configuration)

• Working knowledge of Windows and Linux based sniffers (Wireshark, TCPDump, SnifferPro)

• In-depth knowledge of virtualization concepts and VMware vSphere 4.x, including familiarity with deploying OVF templates, use of vMotion and distributed vSwitches, is a plus

• Ability to program in scripting or more advanced languages such as PERL, Python, Linux Shell Script is a plus

• Ability to work as part of a team as well as independently

• Experience in troubleshooting in a technical environment

• Excellent analytical and problem solving skills

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

• Advanced proficiency with case management databases and tools

• Superior customer service skills

• Phone and remote support experience. E-support experience, knowledge and resolution ability.

• Ability to solve and document solutions for usage of other technicians and customers

• Ability to mentor new agents



This position may require shift work and/or be on call.

Education and Experience Required:



• Bachelor of Arts/Science or equivalent degree in computer science or related area of study, OR without a degree, five additional years of relevant professional experience (10+ years in total)

No salary provided



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