This position is for the TAC (Technical Assistance Centre) of Juniper for their Juniper M/T/Mx/PTX/ACX series products support
It is a Level 2 and Product Escalation support and 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 25 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:
4-6 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)
