Aruba Technical Support Engineer-Wireless Infrastructure

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.

• 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,…