Wireless Technical Support Engineer

About the role

Hewlett Packard Enterprise is hiring a Wireless Technical Support Engineer in San Juan, Puerto Rico. The role is designed as onsite, with the expectation that you will primarily work from an HPE office. It covers designing, developing, analyzing, troubleshooting and debugging systems, software and solutions for HPE's portfolio, with contributions to technical components of products, solutions or services.

Key responsibilities

• Triage and resolve customer support escalations from multiple inbound channels, meeting customer expectations on response quality, timeliness and overall experience.
• Build and maintain Layer 2/3 network testbeds, understand features and reproduce customer issues.
• Analyze logs, isolate faults across multiple network layers and file tickets on bugs found.
• Work with developers to drive solutions and give status reports in relevant meetings.
• Provide guidance and mentoring to less experienced staff.

Required profile

• Bachelor's or Master's degree in Computer Science, Computer Engineering or a focus in Networking preferred.
• Typically 2-4 years of experience.
• Relevant certifications strongly preferred (e.g. CWNA/CWSP/CWDP/CWNE, CCNP Enterprise/Wireless, Aruba Certified, Ekahau).
• Excellent written and verbal communication, able to explain product architectures and negotiate with senior management.

Required skills

• 802.11 Wi-Fi standards, routing and Wireshark.
• TCP/IP, Ethernet, IPv4/IPv6, subnetting, VLANs, Layer 2 switching and Layer 3 routing.
• Core network protocols (DNS, DHCP, ARP, ICMP, TCP/UDP, MTU) and end-to-end connectivity.
• Wireless security, network segmentation, 802.1X and RADIUS authentication.

What we offer

• Benefits supporting physical, financial and emotional wellbeing.
• Programs for personal and professional development.
• An inclusive workplace with flexibility to manage work and personal needs.