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L1 Technical Support Engineer - Switching

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Hewlett Packard Enterprise

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Location:
India , Chennai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The L1 TAC Aruba Switching Engineer serves as the first line of technical support for customers using HPE Aruba enterprise switching solutions. This role focuses on initial troubleshooting, issue isolation, basic configuration validation, and case triage for Aruba AOS-CX and AOS-S platforms. The engineer ensures accurate problem identification, SLA adherence, and smooth escalation to L2/L3 teams.

Job Responsibility:

  • 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
  • Perform technical troubleshooting for Aruba Switching products
  • Collect and validate diagnostic information (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
  • 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, and technical readiness programs

Requirements:

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

Nice to have:

  • ACSA / ACSP
  • CCNA / Network+
  • ITIL Foundation
What we offer:
  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion environment

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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