Technical Support Engineer – Level 1 (L1 TAC)

Overview

This role has been designed as ‘Hybrid’ with an expectation 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, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description

Aruba is an HPE Company, and a leading provider of next-generation network access solutions for the mobile enterprise. Helping some of the largest companies in the world modernize their networks to meet the demands of a digital future, Aruba is redefining the “Intelligent Edge” – and creating new customer experiences across intelligent spaces and digital workspaces. Join us redefine what’s next for you.

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.

Job Family Definition for Executive Levels only: Directs and manages a diverse team of engineering professionals performing research, development, design and/or implementation of products, services, solutions for the company’s portfolio. Responsible for creating and communicating technical strategy within the organization and/or across the function.

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.

Responsibilities

What you’ll do:

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.
  
  

• 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

• 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**
  
  

• 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
  
  

Networking Fundamentals

• TCP/IP, OSI Model
• Subnetting & IP addressing
• VLANs, Access vs Trunk ports
• STP fundamentals
• Basic routing concepts
  
  

• Aruba AOS-CX & AOS-S CLI (basic commands)
• Interface configuration
• VLAN creation & assignment
• PoE configuration basics
• Config save, restore, and image management
  
  

• Basic Linux & Windows troubleshooting
• CLI access via SSH/Telnet/Console
• Log interpretation
• Case management tools (HPE ServiceNow, internal TAC tools)
  
  

• 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
  
  

• Bachelor’s degree in Computer Science, IT, Networking, or related field
• 2 years of experience in:
• Network operations
• NOC
• TAC support
• Field networking
  
  

• ACSA / ACSP
• CCNA / Network+
• ITIL Foundation
  
  

• First Contact Resolution (FCR)
• Case Quality Score
• SLA Adherence
• Escalation Accuracy
• Customer Satisfaction (CSAT)
• Documentation Quality
  
  

Cloud Architectures, Cross Domain Knowledge, Design Thinking, Development Fundamentals, DevOps, Distributed Computing, Microservices Fluency, Full Stack Development, Security-First Mindset, User Experience (UX)

What We Can Offer You

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected

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Job

Engineering

Job Level

TCP_01

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