TAC Engineer 1- Switching
Heredia Province, Heredia, Costa Rica
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:
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.
Key Responsibilities
- Serve as the first point of contact for Aruba Switching customers, providing technical support via phone, email, and web.
- Manage customer cases from creation through resolution, ensuring accurate prioritization, documentation, and timely communication.
- Troubleshoot Aruba switching solutions, including Aruba CX and AOS-S platforms, focusing on Layer 2 and foundational Layer 3 networking technologies.
- Diagnose and resolve issues related to VLANs, trunking, STP, routing, PoE, hardware failures, interface errors, software upgrades, and switch operations.
- Collect, analyze, and validate technical logs, system outputs, and diagnostic information to identify root causes.
- Follow established troubleshooting methodologies and determine when escalation to advanced support teams is required.
- Prepare clear and comprehensive escalations, including logs, network topology, reproduction steps, and business impact.
- Adhere to support processes, quality standards, and compliance requirements while contributing to knowledge-sharing initiatives and technical readiness programs.
Education & Experience
- Bachelor’s degree in Computer Science, IT, Networking, or related field
- 1+ years of experience in:
- Network operations
- NOC
- TAC support
- Field networking
- Advanced English Level.
Required Technical Skills
Networking Fundamentals
- TCP/IP, OSI Model
- Subnetting & IP addressing
- VLANs, Access vs Trunk ports
- STP fundamentals
- Basic routing concepts
Preferred Certifications (Nice to Have)
- ACSA / ACSP
- CCNA / Network+
- ITIL Foundation
Preferred Skills (Not Required, but Highly Valued)
Switching Fundamentals
- Aruba AOS-CX & AOS-S CLI (basic commands) nice to have
- 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)
Work Schedule: Mon-Fri-10am-7pm
Additional Skills:
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:
EngineeringJob Level:
TCP_01
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
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