L1 Technical Support Engineer - Switching

L1 Technical Support Engineer - Switching This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office. The role focuses on initial troubleshooting, issue isolation, basic configuration validation, and case triage for Aruba AOS-CX and AOS-S platforms.

Requirements

• 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.
• 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, and customer impact summary.

Benefits

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion