Technical Support Engineer Associate
This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.
Who We Are
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud.
Job Description
Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Aruba is redefining the "Intelligent Edge" – creating new customer experiences across intelligent spaces and digital workspaces.
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.
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
The L1 TAC Aruba Switching Engineer serves as the first line of technical support for customers using HPE Aruba enterprise switching solutions. This role focuses on initial troubleshooting, issue isolation, basic configuration validation, and case triage for Aruba AOS-CX and AOS-S platforms. The engineer ensures accurate problem identification, SLA adherence, and smooth escalation to L2/L3 teams.
What You Need to Bring
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.
•Ensure proper documentation of symptoms, topology, logs, and troubleshooting steps.
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: VLANs, Trunking (802.1Q); STP / RSTP / MSTP (basic); MAC address table behavior; Port-security
•Layer 3 (Foundational): Static routing; Basic OSPF understanding (awareness); Default gateways, ARP behavior
•Power & Hardware: PoE issues; Interface errors (CRC, drops); Transceivers, cabling diagnostics
•System Operations: Boot issues; Image upgrade / downgrade support; Configuration backup & restore; Log collection and basic analysis
Diagnostic & Escalation Responsibilities
•Collect and validate: 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: reproducible steps, logs, network topology, 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: weekly enablement sessions; product update briefings; 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
Education & Experience
•Bachelor's degree in Computer Science, IT, Networking, or related field
•2 - 4+ years of experience in: network operations; NOC; TAC support; 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
What We Can Offer You
Health & Wellbeing — a comprehensive suite of benefits that supports physical, financial and emotional wellbeing.
Personal & Professional Development — specific programs catered to helping you reach your career goals.
Unconditional Inclusion — an inclusive workplace celebrating individual uniqueness, with flexibility to manage work and personal needs.
