Engineer L2 - IT/Network Operations - Aruba SME

Position Title: L2 Engineer /SME– Aruba

Department: IT/Network Operations

Job Summary

The L2 Engineer – Aruba is responsible for providing advanced technical support, troubleshooting, and management of Aruba network solutions. This role involves handling escalated issues from Level 1 (L1) support, ensuring the stability and performance of Aruba wireless and wired network infrastructure, and collaborating with cross-functional teams to implement and optimize network solutions.

Key Responsibilities

Technical Support and Troubleshooting

• Provide Level 2 (L2) support for Aruba network solutions, including wireless access points, controllers, and switches.
• Troubleshoot escalated issues related to network connectivity, performance, and configuration.
• Analyze and resolve complex network problems, ensuring minimal downtime and disruption.
• Perform root cause analysis (RCA) for recurring issues and document solutions.

Network Configuration and Management

• Configure and manage Aruba wireless controllers, access points, and switches.
• Implement and optimize Aruba network policies, including VLANs, QoS, and security settings.
• Monitor network performance using Aruba tools such as AirWave and Central.
• Maintain firmware updates and patches for Aruba devices.

Incident and Problem Management

• Respond to and resolve incidents within defined SLAs.
• Escalate unresolved issues to Level 3 (L3) support or vendor teams when necessary.
• Document incidents, resolutions, and lessons learned in the knowledge base.

Performance Monitoring and Reporting

• Use Aruba network monitoring tools (e.g., AirWave, Aruba Central) to track network health and performance.
• Generate regular reports on network utilization, uptime, and issue trends.
• Provide recommendations for network optimization based on analytics.

Collaboration and Communication

• Work closely with L1 support teams to ensure smooth escalation processes.
• Collaborate with cross-functional teams for network upgrades, migrations, and deployments.
• Communicate effectively with stakeholders regarding network status, incidents, and resolutions.

Compliance and Security

• Ensure network configurations adhere to organizational security policies and industry standards.
• Implement and maintain Aruba security features, such as WPA3, firewalls, and intrusion prevention systems.
• Conduct regular audits to ensure compliance with regulatory requirements.

Qualifications

Education

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Aruba certifications (e.g., Aruba Certified Switching Associate (ACSA), Aruba Certified Mobility Associate (ACMA)) are highly preferred.

Experience

• 5+ years of experience in network wireless solutions.
• Hands-on experience with Aruba wireless and wired network solutions.
• Proven expertise in troubleshooting and resolving network issues.

Technical Skills

• Strong knowledge of Aruba network solutions, including wireless controllers, access points, and switches.
• Proficiency in network protocols (e.g., TCP/IP, DNS, DHCP, VLANs, QoS).
• Experience with Aruba monitoring tools such as AirWave and Aruba Central.
• Familiarity with network security practices, including firewalls, encryption, and intrusion prevention systems.
• Knowledge of ITSM platforms (e.g., ServiceNow, Jira) for incident and problem management.

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication skills, both verbal and written.
• Ability to work collaboratively in a team environment.
• Attention to detail and a proactive approach to issue resolution.