Jobs / Costa Rica / Hewlett Packard Enterprise Company
Wireless Network Support Engineer II
Hewlett Packard Enterprise Company · 🌍 Heredia, Heredia, Costa Rica
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About the role
Wireless Network Support Engineer II This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: The Wireless Network Support Engineer II provides advanced technical support for enterprise wireless networking environments. This role is responsible for troubleshooting complex WLAN and network connectivity issues, resolving customer escalations, analyzing logs and network behavior, and collaborating with engineering teams to identify root causes and drive solutions. The ideal candidate combines hands-on wireless troubleshooting experience with solid Layer 2/Layer 3 networking knowledge and strong customer-facing communication skills. How you will make your mark • Troubleshoot and resolve complex wireless connectivity, performance, authentication, and network-related issues. • Configure and troubleshoot enterprise wireless access points and WLAN environments. • Support Wi-Fi technologies and standards, including 802.11 a/b/g/n/ac/ax, WPA2/WPA3 and 802.1X . • Troubleshoot authentication and access issues involving RADIUS, AAA and authentication servers . • Diagnose Layer 2 and Layer 3 network issues involving technologies and protocols such as TCP/IP, VLANs, DNS, DHCP and ARP . • Analyze logs, packet captures and other diagnostic information to identify root causes. • Reproduce customer issues in lab or test environments when required. • Manage technical customer escalations while providing timely and high-quality communication. • Collaborate with engineering and development teams to resolve complex technical issues and identify potential product defects. • Document troubleshooting findings, solutions and technical knowledge. • Identify opportunities to improve support processes and the overall customer experience. Required Qualifications • Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Telecommunications, IT or a related field or equivalent relevant professional experience . • 3+ years of experience in technical support, network engineering, TAC, NOC, wireless networking or a similar technical environment. • Hands-on experience configuring and troubleshooting enterprise wireless networks, access points or WLAN solutions . • Strong understanding of Wi-Fi / IEEE 802.11 networking concepts . • Experience troubleshooting 802.1X and WPA2/WPA3 authentication . • Working knowledge of RADIUS/AAA or similar network authentication technologies . • Good understanding of Layer 2 and Layer 3 networking . • Working knowledge of core network protocols, including TCP/IP, DNS, DHCP, ARP and VLANs . • Strong troubleshooting and analytical skills, with the ability to investigate complex technical issues and determine root cause. • Experience working directly with customers or handling technical escalations. • Advanced English proficiency , both written and verbal. Preferred Qualifications • Experience with enterprise networking solutions from Aruba/HPE, Juniper/Mist, Cisco/Meraki or equivalent vendors . • Experien