L1 Technical Support Engineer - Switching

The L1 Technical Support Engineer - Switching role serves as the first line of technical support for customers using HPE Aruba enterprise switching solutions. The engineer ensures accurate problem identification, SLA adherence, and smooth escalation to L2/L3 teams.

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.
• Troubleshoot and resolve issues related to Aruba CX Series and AOS-S Switches, including VLANs, Trunking, STP, MAC address table behavior, and more.
• Collect and validate show tech, show logging, interface outputs, VSF/stack logs, and 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