Network Operations Engineer - HPE Aruba

Who We Are

CDS, a Hewlett Packard Enterprise company is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to Hewlett Packard Enterprise customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration.

CDS is present in 11 European countries with more than 1,800 employees, and embraces all of Hewlett Packard Enterprise’s values and commitments to employees and customers alike.

Role Overview

Required to work as part of an onsite team providing Network Infrastructure support across a large client campus. Role is primarily responsible for wireless estate, covering day to day support & to manage delivery of upgrades & some project activities. Also to support & cover the rest of the team as required.

Shift hours between 07:00 & 19:00, Monday to Friday & on call rota.

The tasks will include (but not limited to):

• Troubleshooting hardware and firmware issues on all networking infrastructure.
• Being a primary point of contact for user issues and queries.
• Configuring and deploying network equipment.
• Adhering to strict policies and processes around security and data protection.
• Ensuring SLA requirements and Customer Satisfaction metrics are on or above target.
• Creating and maintaining comprehensive and meaningful updates in the customer’s ticket handling system.
• Ensuring the escalation process is followed and any issues are communicated appropriately to internal and customer management teams.
• Working with Aruba Airwave & Clearpass.
• Close contact with the customer to ensure the project deliverables.
• Manage communication with customer on complex technical problems.
• Creating internal technical documents for local team.
• Complete Passive or Active Wireless surveys.
• Completion of firmware reviews & updates.
• Risk ownership and Escalation.
• Primary contact & ownership of wireless service across the estate.
• Driving HPE value-add service enhancements through innovation and process improvement.

Required skills and attributes

• Aruba / HPE Network accreditation minimum Professional.
• Comfortable working with Aruba Clearpass & Airwave products.
• Proven extensive networking background, minimum 4 years experience.
• Exceptional customer service skills including the ability to simplify technical detail.
• Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
• Confident, collaborative working style and able to interface with people of all levels.
• Proactive approach to work activities & support of colleagues.
• Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership.
• Knowledge of network equipment from the following vendors - Cisco, Nokia & HPE/Aruba.

Desiderable Skills

• Beneficial to have knowledge of Palo Alto & Fortinet Firewalls.
• Network Management: HPE IMC and Solarwinds.
• ITIL Service Management Foundation.
• Experience of IT incident management.
• Knowledge of multiple vendors equipment.
• Operational delivery support & implementation of new network support services for large UK based clients.
• Fluke & other cable test equipment.

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