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Technical Support Engineer 2 in Plymouth, MN at ePlus

Date Posted: 11/8/2018

Job Snapshot

Job Description

Job Purpose:

The primary job purpose of the Technical Support Tier II Core Engineer is to provide ePlus clientele with second-level technical support for hardware and software products on a National basis via phone, email, and remote access for routing, switch, and wireless products. You also will provide consultation to independently troubleshoot & resolve device problems for Managed Services Center internal & external customers along with collaborating with other engineers to resolve issues.

The Technical Support Tier II Core Engineer must collaborate with internal and external teams to ensure completeness and accuracy of the resulting service delivery. This role requires acting as a focal point or a supporting role for high impact, medium to large account problem resolution.

Job Responsibilities:

  • Deliver technical support of Core Technology Sector, in addition provide subject matter expertise on system integrations.
  • Manage transfer of skills and knowledge to mentor colleagues and/or customers via presentations or written articles.
  • Engage with the MSC Management team whenever possible to influence the quality and manageability of the Core Technology Sector.
  • Ensure that technical documentation is made available and maintained to effectively troubleshoot customer issues.
  • Enhance customer expectations by meeting or exceeding those expectations to achieve the highest level of customer satisfaction.


Job Knowledge/Skills:

  • Strong background in Aruba wireless and Aruba switching is required
  • Strong understanding of IP addressing/subnetting/VLSM and CIDR
  • An understanding of network routing protocols: EIGRP, BGP, OSPF, HSRP, NHRP, GRE, DMVPN, PAgP, LACP, VTP, CDP, CEF, VLANS, STP, TACACS, Radius, Netflow, QoS, 802.1x
  • Working skills with switching technologies/concepts (i.e. Spanning-tree, VLAN, 802.1q, SPAN, VACL and Etherchannel)
  • Good understanding of all ratified wireless network standards
  • A working knowledge of 802.1x, NPS, Certificate Authority is preferred
  • An understanding of policy based authentication using Clearpass is preferred.
  • An understanding of ClearPass OnBoarding (BYOD), OnGuard (Health Checks), & Guest Access is preferred.
  • An understanding of Aruba’s Software Defined Branch offering is preferred
  • Good understanding of current network monitoring and management tools
  • Experience with Sniffer-type data analysis, filtering and diagnostics
  • Adept at determining and delivering solutions with a high level of customer satisfaction, focusing on customer experience as a top priority
  • Strong attention-to-detail, follow-up skills and results-oriented attitude
  • Good oral and written communications skills
  • Willingness to coordinate and work with others
  • Proven track record of successful planning, prioritization, and organizational skills
  • Active participation in after-hours escalation on a predetermined and scheduled basis

Education and Experience:

  • Aruba Certified Mobility Professional (ACMP) or Aruba Certified Switching Professional (ACSP) highly desired but not mandatory or similar/equal work experience
  • Aruba ClearPass certifications are desirable: ACCA, ACCP, ACCX.
  • Substantial field implementation experience highly desired but not mandatory
  • Technical Certifications in Cisco, Juniper, or HP are a plus, but not required

Applicants must be currently authorized to work in the United States on a full-time basis. At this time, ePlus will not sponsor applicants for work visas for this position.