Aruba Global Support Center Engineer

Aruba Global Support Center Engineer

This role has been designated as 'Office', which means you will primarily work from an HPE office.

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. Aruba is redefining the 'IT EDGE'. Creating new customer experiences by building intelligent spaces and digital workspaces. We are focused on campus, branch, mobility and the IoT to transform business models with the combined power of compute, context, control, and secure connectivity.

Primary Location: Tokyo, Japan.

Work Schedule: Full time (8-hour shift, 5 days a week).

Responsibilities:

• Member of Global Support team for Aruba products.
• Providing pre and post sales technical support to the sales teams, customers and partners for various technologies and solutions related to Aruba products.
• Work on complex problems requiring in-depth fault analysis, troubleshooting, testing, and configuring of access control solutions.
• Formulate technical action plans for analyzing and resolving problems.
• Simulate customer issues in lab.
• Troubleshoot complex customer network issues and bring it to quick resolution.
• Write KBs and participate in Aruba Social networking forums to provide solutions to customers.
• Work in the UK / US Time zone and weekends, as per business requirements.
• Occasionally required to travel to customer sites for troubleshooting, training purposes, business reviews.

Qualifications and Education Requirements:

• Well-versed in English and Japanese languages.
• Excellent communication and customer handling skills.
• Excellent email handling skills.
• Possess good telephone and email etiquette.
• Basic skills on MS Office applications like Excel, Outlook, Word.
• Willing to work in the UK / US Time zone and weekends.
• 6 months – 2 years of experience in customer facing Technical Support, preferably with experience in network infrastructure products, practitioner of advanced TCP/IP networking architectures, routing and switching for large utility enterprise networks, design and configuration of network firewalls and network anti-virus systems.
• Industry certifications like ACMA, ACCP, CCNA & CWNA is a plus
• Specific experience designing and configuring wired and wireless network topologies that incorporate RADIUS, TACACS, private/public key encryption, stateful firewall configuration and management, VLAN/ VLAN Switching, 802.1X, DNS, DHCP, AAA solutions (Microsoft Active Directory and LDAP), network anti-virus, cloud access controls, VPN, and mobile devices (iOS, Android, Microsoft).
• Excellent working knowledge of and troubleshooting skills in virtualized environments (VMWare and Citrix).
• Experience with packet tracing/sniffing at layer 2 and above.
• Object Oriented Programming experience in PERL, JAVA, C++ or Python
• Experience with HTML, XML and web services development
• Experience installing and maintaining Linux RedHat, FreeRAD.
• Strong knowledge of internet routing protocols like RIP, OSPF etc.
• Proficient in VPN technologies - L2TP, IKE, IPSec etc
• Experience in network analysis & test tools like Wireshark, Iperf, NMAP etc.
• Determine need to escalate & be able to interact with L2/L3 Teams.
• Excellent interpersonal skills and ability to communicate effectively with technical and non-technical audiences ranging from individual contributors to executive-level contacts.

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)

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.