Routing - Technical Support Engineer 2

Job description

• This position is for the TAC (Technical Assistance Centre) of Juniper for their Juniper M/T/Mx/PTX/ACX series products support.
• Level 2 and Product Escalation support

Individual Contributor Role

• Support Juniper M/T/Mx/PTX/ACX series products, working directly with our customers and partners.
• Work with highly knowledgeable group of customers and partners. Be an escalation point for other TAC groups within the organization.
• Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.
• Manage and own critical customer escalations. Facilitate, own and document communication among customers, escalation, and engineering.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
• Take ownership for problem resolution, problem reproduction and escalation.
• Be a fast learner and keep pace with newer technologies
• Participate in cross functional tasks such as new product development projects, create Knowledge Base and Whitepapers.
• Help improve processes and tools.

Requirements

• Requires B.E. in Electronics Engineering or Computer Science with 2- 5 years of experience supporting / Designing / implementing IP networks.
• Candidates who have extensively worked on Troubleshooting, implementation and support of large IP networks.

Primary Skills

• Excellent Customer handling and communication (verbal and written) skills
• Thorough understanding (Packet level) of -
• IP Packet flow, OSI layers
• Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)
• IP routing protocols (BGP, OSPF, ISIS , RIP)
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)
• Understanding / Exposure / Expertise in one or more areas -
• MPLS, VPLS, L2 and L3 VPN
• MPLS Traffic Engineering, LDP, RSVP
• Multicast technologies NG-MVPN, PIM
• Perl/Unix/Expect scripting

Experience:

• 2- 5 years experience on Troubleshooting, implementation and support of large IP networks (preferably Service Provider).
• Experience in directly interacting with customers (globally) highly desired
• Platform Knowledge: Juniper (routers, switches), Cisco, Nortel, Huawei, traffic generators (Ixia, Agilent)/ traffic simulators, protocol analyzers, testers etc (not all are required but some of these are good to have).
• Preferred Certifications - CCNA/CCNP/CCIE, JNCIS-M, JNCIP-M, JNCIE-M, CCIE-SP