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Internal Communications Specialist

Company: Juniper
Location: Sunnyvale
Posted on: December 4, 2019

Job Description:

Juniper Networks Technical Support Engineer Do you ever use your smart phone, or cable TV, or WiFi, or NetFlix account, and wonder how the giants of telecom - Comcast, Verizon, AT & T, Amazon, Google and more - possibly sustain the high-speed networks that power our daily lives? Think you've got what it takes to keep up with their demands or - even better - get ahead of their next challenge? Be a true partner? If so - read on. The Technical Support Engineer reports into the Customer Service & Support (CSS) division of Juniper Networks, 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. In order to do this, Juniper's premier customers increasingly rely on experts like the Tech Support Engineer by purchasing advanced service contracts in order to gain access to dedicated teams of highly competent, technically astute and network aware senior engineers in an organization know as Customer Focused Technical Support (CFTS). In short - our most expert customers can't do what they do without a designated team of senior 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 particular network. To meet the challenge, you need extensive experience supporting large-scale networks; as well as broad product knowledge in either routing, switching or security (firewalls). Your ability to troubleshoot product problems; diagnose critical and complex network issues; and learn your customer's infrastructure and technologies; 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. Responsibilities: Become the focal technical support contact and handle high priority issues for a limited number of customers with Advanced Service contracts, on specific Juniper products 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 Work closely with other CSS teams to ensure knowledge sharing of the customer's networks, issues and solutions. Keep CSS management informed of all sensitive issues. Work with various technical teams within Juniper regarding new products and feature improvements for reliability, availability, and serviceability Work closely with Service Managers to help them gain a good understanding of the technical issues and their resolution Escalate cases and develop relationships with engineering to resolve issues in a timely and effective manner Participate in conference calls, internally as well as with the customer, to discuss technical escalations Develop and maintain skills in core products and technologies, and highlight any need for training as the customer's network evolves Provide sound documentation of technical support issues using the available tools, like case management systems and defect reporting tools Develop a 'Can-Do' attitude and suggest ways to improve the team performance and increase customer's satisfaction Minimum Qualifications: The candidate will have achieved a level of higher education (Bachelor or Master degree in electrical engineering, computer science or equivalent) 3-6 years of working experience in a network support role, 2-3 of these years of which would be spent supporting large IP networks Solid working experience with routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking, STP,RSTP,VSTP) Working experience with traffic generators and network protocols analysis tools Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay Strong problem solving skills, applicable to large and complex network scenarios Strong customer management and customer service skills Excellent communication and presentation skills Language skills: English (fluent - verbal and written) Diplomacy and good customer facing skills to understand and effectively address sensitive customer situations Preferred Qualifications: Candidates with experience in Juniper Products like MX, PTX, QFX, EX, SRX will be given preference JNCIE certified personnel would have a distinct advantage Working experience with: Linux, FreeBSD, Scripting languages (Tcl, Perl, Ansible, Puppet)

Keywords: Juniper, Sunnyvale , Internal Communications Specialist, IT / Software / Systems , Sunnyvale, California

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