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Technical Support Engineer 3 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 III Core Engineer is to provide ePlus Managed Services Center and clientele with third-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 MSC internal & external customers along with collaborating with other engineers to resolve issues.

Job Responsibilities:

  • Deliver technical support of Core Technology Sector, in addition provide subject matter expertise on system integrations.
  • Mentor and assist in the support of new and existing technologies as it pertains to Aruba switching and wireless products and similar technologies, whether it be from an on-boarding or a production Managed Service offering.
  • 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.

Requirements

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 Expert (ACMX), Aruba Certified Switching Professional (ACSP), Aruba Certified Design Expert (ACDX) highly desired but not mandatory or similar/equal work experience
  • Aruba ClearPass certifications are desirable: ACCA, ACCP, ACCX.
  • Deep 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.

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