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.

Requirements

• Customer Case Management
• 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 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
• Additional Skills
• Cloud Architectures
• Cross Domain Knowledge
• Design Thinking
• Development Fundamentals
• DevOps
• Distributed Computing
• Microservices Fluency
• Full Stack Development
• Security-First Mindset
• User Experience (UX)

Benefits

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