Description
We are seeking a Technical Support Engineer Associate to join our team at Hewlett Packard Enterprise. As a Technical Support Engineer Associate, you will serve as the first line of technical support for customers using HPE Aruba enterprise switching solutions. Your primary focus will be on initial troubleshooting, issue isolation, basic configuration validation, and case triage for Aruba AOS-CX and AOS-S platforms.
Responsibilities:
- 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 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:
- 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
Requirements:
- Bachelor’s degree in Computer Science, IT, Networking, or related field
- 2 - 4+ years of experience in: Network operations, NOC, TAC support, Field networking
- 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