Enterprise Network Support Tier II

Careers

Enterprise Network Support Tier II

The Network Support Engineer reports into the Customer Service & Support (CSS), specifically as part of a comprehensive Juniper Technical Assistance Center (JTAC). JTAC challenges the status quo to provide multi-tiered services to Juniper’s top-tier customers worldwide – customers who test the traditional bounds of what can be done.  Those premier customers increasingly rely on Juniper experts like the Tech Support Engineer --, typically on a 7x24 basis.  In short – our most expert customers can’t do what they do without a designated team of  engineers.  And that’s you -- with in-depth product knowledge (switching, routing and/or security) and highly focused troubleshooting skills relevant to a customer’s network.

To meet the challenge, you need experience supporting networks; as well as broad product knowledge in either routing, switching or security (firewalls).  Your ability to troubleshoot network issues; diagnose network issues are what bring you applause, success and thanks in the Support organization.   

In this position, your primary role is one of “break/fix”, where your mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems.  As one tool, you replicate customers’ problems in Juniper’s state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.

It’s a little like air traffic control – even an average day requires close attention to detail, and exceptional days bring something new to learn and experience. 

Responsibilities:

  • Actively monitor phone and work bins for customer issues for a small subset of top Juniper Networks customers on specific Juniper Networks products (Routing, switching or security).
  • Take ownership of high priority or sensitive customer issues and ensure prompt service restoration and resolution to the customer’s satisfaction, by using a systematic problem solving approach.
  • Participate in customer conference calls and/or face to face customer meetings to discuss technical issues, and access and assistance within the client secure environment.
  • Accurately documenting technical support issues is an essential element of your role, allowing all involved parties quick concise understanding of progress and a summary of the resolution for both now and future reference.
  • Use your knowledge to share added value and assist in additional needed support, operational issues, and proactively prevent issues.
  • Develop and maintain skills and competencies in core products and technologies
  • Contribute to technical knowledge documentation for internal and external use.
  • Provide a “Can-Do” attitude and suggest ways to improve the team performance and share best practices to increase customer’s satisfaction.
  • Work with various technical organizations within Juniper Networks to support resolutions and drive the exceptional customer experience.

Minimum Requirements:

  • 1 year of working experience in a network support role, supporting networks either on site or via phone. Must be able to support high profile customer base.
  • Strong problem solving skills, applicable to network scenarios.
  • Practical knowledge of L2/L3 Protocols.
  • Knowledge of TCP/IP Networking Fundamentals in layers 2-4 of the OSI model.
  • Familiar with Network Management skills such as NAT, Policies, IPSec, Stateful Packet Inspection, Secure Management (SSL,SSH).
  • Troubleshooting knowledge of Dynamic Routing technologies such as BGP, OSPF.
  • Experience with Network protocol troubleshooting and analysis tools.
  • Diplomacy and good customer facing skills to understand and effectively address sensitive customer situations.
  • Good communication, presentation and collaboration skills.

Concentrix is an EEO/AA/M/F/Vet/Disability Employer

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