Technical Support Engineer – Level 1 (L1 TAC)

Job Description:

Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Helping some of the largest companies in the world modernize their networks to meet the demands of a digital future, Aruba is redefining the “Intelligent Edge” – and creating new customer experiences across intelligent spaces and digital workspaces. Join us redefine what’s next for you.

Job Family Definition:

The job family spans across multiple engineering disciplines. Work consists of designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for research and/or research development of product, services, and solutions for HPE’s portfolio. Requires a broad knowledge and application of engineering disciplines, methodologies and tools.

Job Family Definition for Executive Levels only: Directs and manages a diverse team of engineering professionals performing research, development, design and/or implementation of products, services, solutions for the company’s portfolio. Responsible for creating and communicating technical strategy within the organization and/or across the function.

Management Level Definition:

Contributes to assignments of limited scope by applying technical concepts and theoretical knowledge acquired through specialized training, education, or previous experience. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.

What you’ll do:

Responsibilities:

Customer Case Management

• Act as first point of technical contact for Aruba Switching customers via phone, web, and email.
• Create, prioritize, and manage TAC cases in HPE case management systems.
• Accurately determine issue severity (Sev 1–4) and apply correct response procedures.
• Maintain timely customer communication with professional case updates.

Technical Troubleshooting – Switching Focus

Supported Products

• Aruba CX Series (6200, 6300, 6400, 8100, 8320, 8360, 8400)
• Aruba AOS-S Switches (2530, 2540, 2930F/M)
• Aruba Central – Switching (basic operations)
• VSF (basic), VSX (awareness level)

Core Troubleshooting Areas

• Layer 2

o VLANs, Trunking (802.1Q)

o STP / RSTP / MSTP (basic)

o MAC address table behavior

o Port-security

• Layer 3 (Foundational)

o Static routing

o Basic OSPF understanding (awareness)

o Default gateways, ARP behavior

• Power & Hardware

o PoE issues

o Interface errors (CRC, drops)

o Transceivers, cabling diagnostics

• System Operations

o Boot issues

o Image upgrade / downgrade support

o Configuration backup & restore

o Log collection and basic analysis

-

Diagnostic & Escalation Responsibilities

• Collect and validate:

o show tech, show logging, interface outputs, VSF/stack logs

• Follow standard runbooks and troubleshooting workflows.
• Perform impact analysis and identify when immediate escalation is required.
• Escalate clean, structured cases to **L2/L3 TAC with:

o Reproducible steps

o Logs

o Network topology

o Customer impact summary**

-

Knowledge & Process Adherence

• Use and contribute to HPE Knowledge Base (KBA).
• Follow HPE support processes, compliance policies, and quality standards.
• Participate in:

o Weekly enablement sessions

o Product update briefings

o Technical readiness programs

-

Required Technical Skills (L1 Level)

Networking Fundamentals

• TCP/IP, OSI Model
• Subnetting & IP addressing
• VLANs, Access vs Trunk ports
• STP fundamentals
• Basic routing concepts

Switching Fundamentals

• Aruba AOS-CX & AOS-S CLI (basic commands)
• Interface configuration
• VLAN creation & assignment
• PoE configuration basics
• Config save, restore, and image management

Operating Systems & Tools

• Basic Linux & Windows troubleshooting
• CLI access via SSH/Telnet/Console
• Log interpretation
• Case management tools (HPE ServiceNow, internal TAC tools)

-

Soft Skills & Professional Competencies

• Strong customer communication & empathy
• Ability to work in high-severity outage situations
• Analytical and structured troubleshooting mindset
• Attention to detail and documentation discipline
• Ability to work in rotational shifts
• Team-oriented with strong collaboration skills

-

What you need to bring:

Education & Experience

• Bachelor’s degree in Computer Science, IT, Networking, or related field
• 2 years of experience in:

o Network operations

o NOC

o TAC support

o Field networking

-

Preferred Certifications (Nice to Have)

• ACSA / ACSP
• CCNA / Network+
• ITIL Foundation

-

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR)
• Case Quality Score
• SLA Adherence
• Escalation Accuracy
• Customer Satisfaction (CSAT)
• Documentation Quality

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:

Job Level:

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.

No Fees Notice & Recruitment Fraud Disclaimer

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.