Technical Support Engineer

Technical Support Engineer

The Technical Support Engineer is responsible for the operational support, maintenance, monitoring, documenting, troubleshooting, and continuous improvement of the Aruba wireless infrastructure supporting Miami International Airport. This position provides lead technical support for enterprise wireless LAN services, including Aruba controllers, access points, authentication systems, network management platforms, and associated technologies that enable secure and reliable connectivity for airport personnel, tenants, airlines and operational systems.

This role coordinates with network engineering team, service desk, client delivery teams, airport stakeholders, vendors, and third-party service providers to resolve incidents, implement changes, support projects, and maintain service levels within a 24x7x365 mission-critical environment. The Technical Support Engineer works closely with leadership and technical teams to ensure wireless network availability, performance, security, and customer satisfaction.

Primary Roles & Responsibilities

• 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.

Knowledge, Skills, Abilities

Accountability – Demonstrates ownership of wireless infrastructure performance, availability, and reliability. Takes responsibility for issue resolution and proactively identifies opportunities to improve system stability and operational effectiveness.

Customer Focus – Maintains a strong service-oriented approach while supporting business-critical wireless services for airport personnel, airlines, tenants, operational systems, and public users. Focuses on delivering outstanding customer experiences and service excellence.

Decision Making – Utilizes technical expertise, operational data, and sound judgment to diagnose issues, prioritize incidents, and implement corrective actions in a fast-paced environment.

Interpersonal Relationships – Builds collaborative relationships with internal teams, airport stakeholders, vendor support organizations, and business partners. Communicates effectively with both technical and non-technical audiences.

Problem Solving and Critical Thinking – Demonstrates advanced troubleshooting skills in identifying and diagnosing wireless network issues involving RF performance, authentication, mobility, client connectivity, network services, and infrastructure dependencies.

Technical Expertise – Possesses a strong understanding of wireless networking concepts including:

• 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

Education / Experience Requirements

• 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.

Supervisory Responsibility

This position has no direct reports.