Aruba Technical Support Engineer

About the company

Black Box

Media production · 11 to 50 employees

What you'll do

• Provide operational support for a large-scale Aruba wireless environment consisting of multiple Aruba controllers and more than 1,000 wireless access points deployed throughout Miami International Airport.
• Monitor wireless infrastructure, management platforms, alarms, logs, and performance metrics to identify and resolve issues before they impact users or business operations.
• Serve as a primary technical resource for troubleshooting wireless connectivity, authentication, roaming, performance, interference, and coverage-related issues.
• Utilize wireless management and monitoring platforms to proactively manage network health, capacity, utilization, and service availability.
• Support a 24x7x365 operational environment and effectively communicate ongoing activities, outstanding issues, and maintenance updates during shift transitions and escalation events.
• Perform root cause analysis of wireless incidents and develop corrective actions to prevent recurrence.
• Coordinate with network engineering teams, airport stakeholders, vendors, and third-party providers to resolve complex technical issues.
• Support configuration, implementation, testing, and validation of wireless infrastructure changes in accordance with established change management procedures.
• Assist with the deployment, replacement, expansion, and optimization of Aruba wireless access points, controllers, and related infrastructure.
• Analyze wireless network performance, RF utilization, client density, coverage patterns, interference sources, and capacity requirements to recommend improvements.
• Support wireless security initiatives, including authentication services, role-based access controls, encryption standards, guest access solutions, and compliance requirements.
• Maintain and update technical documentation including network diagrams, wireless configurations, operating procedures, knowledge articles, and support documentation.
• Utilize escalation processes and vendor support resources to resolve critical operational issues and service outages.
• Continuously expand knowledge of wireless technologies, networking standards, Aruba product offerings, and industry best practices applicable to large public venue environments.
• Support operational readiness activities associated with airport expansion projects, infrastructure upgrades, technology refreshes, and modernization initiatives.
• Develop and maintain strong working relationships with airport operational departments, tenants, airlines, and business partners to ensure service expectations are met.
• Provide timely communication of incidents, outages, maintenance activities, service impacts, and resolution status to internal and external stakeholders.
• Achieve performance objectives and service level commitments established by leadership and customer agreements.
• Identify opportunities to improve system reliability, operational efficiency, automation, monitoring capabilities, and overall service delivery.
• Perform other duties as assigned by management.
• Aruba Wireless LAN solutions
• Aruba Controllers and Access Points
• Aruba AirWave and/or Aruba Central (preferred)
• Aruba ClearPass
• 802.11 Wireless Standards
• RF Fundamentals and Spectrum Analysis
• WPA2/WPA3 Security
• 802.1X Authentication
• DHCP, DNS, TCP/IP
• VLANs and Network Segmentation
• Routing and Switching Fundamentals
• Network Monitoring and Management Systems
• Packet Capture and Troubleshooting Tools
• Enterprise Network Operations
• Associate degree in Information Technology, Computer Science, Network Engineering, or related field preferred. Equivalent work experience may be considered.
• Minimum 3-5 years of experience supporting enterprise wireless and network environments.
• Experience supporting Aruba wireless infrastructure, including controllers and large-scale access point deployments.
• Experience troubleshooting enterprise wireless connectivity, authentication, roaming, and RF-related issues.
• Experience supporting mission-critical or highly available network environments.
• Experience utilizing network management, monitoring, and ticketing systems such as ServiceNow or equivalent platforms.
• Strong understanding of TCP/IP networking, DHCP, DNS, VLANs, routing, and switching concepts.
• Demonstrated success performing root cause analysis and resolving complex technical issues.
• Experience supporting large public venues, transportation facilities, airports, healthcare systems, higher education campuses, or similar enterprise environments preferred.
• Proficiency with Microsoft Office applications, Outlook, SharePoint, service management platforms, and cloud-based technology systems.
• Aruba certifications such as ACMA, ACMP, ACSA, or related industry certifications preferred.
• CCNP, CCNA, CWNA, Network+, Security+, or equivalent networking certifications preferred.

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