The role:
Part of the Customer Service (CS) division 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.
Additional Responsibilities:
· Become the focal technical support contact and handle high priority issues for a limited number of Advanced Services customers, on specific Juniper Networks products(s) (M-Series, T-Series, MX-Series, EX-Series <remove - of Ethernet Switches>)
· 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 CS teams to ensure knowledge share of the customer’s networks, issues and solutions. Keep CS management informed of all sensitive issues.
· Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability
· Work closely with the Service Managers to help them to gain a good understanding of the technical issues and their resolution
· Provide necessary support to the Service Managers for high profile technical escalations
· Involvement in conference calls and/or face to face customer account meetings to discuss technical escalations
· Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
· Contribute to technical documentation (White Papers, FAQs, Solutions) for internal and/or external use
· Sound documentation of technical support issues using the available tools is an essential element of the role
· Develop a “Can-Do” attitude and suggest ways to improve the team performance and increase customer’s satisfaction
Person Specification:
· a good level of higher education (Bachelor or Master degree)
· extensive working experience in a network support role, with strong experience supporting large IP or Ethernet networks
· Strong operating and troubleshooting knowledge across the following routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking)
· Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)
· Working experience with traffic generators and network protocols analysis tools
· Working experience with: Linux, FreeBSD, MacOS, Scripting languages (Tcl, Perl)
· 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.
· In addition, knowledge of the following would be an advantage: Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)