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Roles and Responsibilities: • Handling L2 Escalations and priority incidents • Prov id ing L3 ente rprise leve l custome r su pport for Aru ba C le arPass through emails and phone conferencing Technical Expertise: • Interact with clients on remote to meet complex requirements of a solution • Escalate unresolved problem s and issues to the relevant ERT team • Respond to escalate d clie nt requests and su pport clie nt applications to a first line resolution • Write reports and proposals and complete and maintain project documentation • Assist with the d ocumentation of standard ope rating procedu res re lating to installations and fixes • Act as coach and mentor to more junior Implementation Engineers and Technicians • Assu me responsibility for the co -ord ination of the activ itie s of the E nginee rs, in line with performance targets • Included in higher complexity design work, with input to the design expected

Roles and Responsibilities: • Handling L1 Escalations and priority incidents • Prov id ing e nterprise le vel custome r su pport for Aru ba C learPass through emails and phone conferencing • Providing assistance to L1 engineers Technical Expertise: • Radius authentication (dot1x, PAP, MSCHAPV2)Sensitivity Label: General • Responsible for configuring and troubleshooting of Aruba wireless products • Troubleshooting the issues with Aruba Mobility controlle r and IAP’s • BYOD - Configuring the wireless devices to connect to the enterprise Network • Guest authentication - Mac Caching • Health checks done on the end clients using the ClearPass Onguard solution. • Linux based troubleshooting for server performance issues • Worked with multiple vendor TACs to troubleshoot the issues over conference • Packet level analysis on the authentication issues

Roles and Responsibilities: • Escalation Point for any non-adherences or ticket quality management for the contract. Work on driving improvement actions with Duty managers / Team managers • Develops and implements network enhancements and makes recommendations for improvement • Work closely with the Customer Success Manager (CSM) and Managed Services Representative to maintain visibility and provide consistency to the Customer • Provide initial response, operational assistance, and development of software workarounds and/or resolutions • Good communication skills with ability to use it effe ctive ly and pe rsuasive ly, and be able to respond professionally to customers queries • Exce llent writte n and ve rbal communication skills, with an ability to empathize with customers with varying levels of technical ability • Working knowledge of CRM s (custome r re lationship m anagement) and Knowledge systems -any major CRM or Knowledge system e.g. JIRA, Salesforce.com etc