Technical Network Support Engineer - CFTS
Company: Juniper Networks
Location: Sunnyvale
Posted on: June 20, 2022
Job Description:
Have you ever used your smartphone, or Netflix, or cable TV, or
WiFi and wondered how the giants in the communication industry like
Amazon, Google, Facebook, Comcast, Verizon, AT&T and more -
sustain the high-speed networks that power our daily lives. Think
you've got what it takes to support these networks and keep up with
their demands or - even better - get ahead of their next challenge?
Be a true partner. If so - we might be looking for you for an
exciting role in our Customer Focused Technical Support (CFTS)
team!Where you'll work:At Juniper, we strive to deliver network
experiences that transform how people connect, work and live. We
Power Connections, Empower Change, and we do that trough our core
values Being Bold, Building Trust and Delivering Excellence.CFTS is
part of the Global Juniper Technical Assistance Center (JTAC)
organization. We are a diverse team of dedicated and highly skilled
people who represent many nationalities. CFTS is a dynamic and
flexible organization, dedicated to delivering better-than-expected
support for our customers.If you are an experienced network
engineer, have in-depth knowledge on networking protocols and love
to troubleshoot, don't hesitate and apply today!What you'll be
doing: Part of the Global Juniper Technical Assistance Center
(JTAC) organization of Juniper Networks, the candidate will be
required to provide a high level of technical support on specific
Juniper Networks product(s) to Advanced Services customers,
directly or via partners. The understanding of the Knowledge
Management processes and the use of the existing Knowledge Sharing
applications to contribute to the collation, dissemination and the
enhancement of the collective knowledge and best practices is a key
requirement for this role.Case Management:
- Become the dedicated focal technical support contact and handle
high priority incidents for a limited number of Advanced Services
customers, on specific Juniper Networks Routing products (M-Series,
T-Series, MX-Series, PTX-Series, ACX-Series, QFX, EX and virtual
products like vMX)
- Acquire in-depth knowledge of the Juniper infrastructure and
technologies that are present in assigned customer's network
profile; including their network topology, features,
configurations, and service history, which results in faster
resolution
- Take ownership of high priority or critical customer issues,
isolate Juniper product issues at network/hardware/software level,
ensure timely service restoration and resolution by using a
systematic problem-solving approach
- Replicate customer environments and issues in the lab and
collaborate with Juniper Engineering teams in providing bug fixes
on software issues reported by a customer
- Collaborate with our Service Managers for high profile
technical critical issues, involvement in conference calls, and/or
face to face customer account meetings
- Develop and maintain skills in his/her core products and
technologies and highlight any need for training as the customers'
networks evolve
- Work closely with other CS teams to ensure knowledge share of
the customer's networks, issues and solutions. Keep Customer
Support management informed of all sensitive issues.
- Work with various technical teams within Juniper Networks
regarding new products and feature improvements for reliability,
availability, and serviceabilityKnowledge Base Management:
- Contribute to technical documentation (White Papers, FAQs,
Solutions, Knowledge Base) for internal and/or external use
- Sound documentation of technical support issues using the
available tools is an essential element of the roleContinual
Improvements:
- Suggest ways to improve the team performance and increase
customers' happiness.
- Work with various technical teams within Juniper Networks
regarding new products and feature improvements for reliability,
availability, and serviceability
- Develop a "Can-Do" attitude and suggest ways to improve the
team performance and increase customer's satisfactionWhat we're
looking for:
- Bachelor's degree in engineering, computer science or related
field, or equivalent experience
- At least 8+ years of experience in supporting large, complex
IP-based networks.
- Proven experience in most of the following :
- IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI
layers
- Routing technologies: OSPF, ISIS, BGP, MPLS (L2 & L3 VPN),
RSVP, LDP, Multicast protocols (IGMP, PIM)
- Switching and Data Center technologies: VLAN/Trunking, STP,
RSTP, VSTP, VXLAN/EVPN, IP-Fabric
- Experience with traffic generators and network protocols
analysis tools
- Strong problem-solving and troubleshooting skills
- Strong customer management and customer service skills
- Excellent communication and presentation skills
- Preferred Qualifications:
- Candidates with JNCIE/CCIE lab certifications or extensive
Juniper product experience such as MX, PTX, QFX, EX, SRX will be
given distinct preference
- Working experience with Operating System architectures (Linux,
FreeBSD), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++),
Virtualization, Service daemons (DHCP, DNS, TACACS, Radius)
Additional Information Travel requirements for the position is
expected to be less than 10%.As Juniper is a US Federal Contractor,
proof of completed COVID-19 vaccination is required for all U.S.
employees. Juniper will consider accommodations for medical
conditions or religious reasons on an individualized basis.As
Juniper is a US Federal Contractor, proof of completed COVID-19
vaccination is required for all U.S. employees. Juniper will
consider accommodations for medical conditions or religious reasons
on an individualized basis.
Keywords: Juniper Networks, Sunnyvale , Technical Network Support Engineer - CFTS, Engineering , Sunnyvale, California
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