Job description
- Lead and drive troubleshooting on Customer reported issues.
- Isolate Product issue at hardware/software level, replicate customer environments in lab, own and document communication among customers, engineering and provide final fix.
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
- Gain in-depth knowledge of the infrastructure and technologies that are present in customer s network profile; including their network topology, features, configurations, and service history, which results in faster resolution.
- Partners internally with other Services teams to deliver focused support by participating in Customer reviews, Network trainings and driving critical issues to resolution.
- Keep the other support teams trained on the designated CFTS customer network, practices followed.
- Provides technical expertise and guidance during testing, deployment and operational phases for CFTS Customers.
- Participate in tasks such as new product development projects, Knowledge base creation, trainings, and other documentation activities.
- Mentor newly hired support engineers and peers in technical areas of specialty.
- Products to be supported - Juniper Routing platforms (EX, QFX)
- This is an individual contributor role. There will be weekend coverage as per roster and pager rotation coverage.
Primary Skills required:
- Excellent Customer handling and communication (verbal and written) skills
Thorough understanding of -
- Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP) IP routing protocols (BGP, OSPF, ISIS)
- Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, ARP, LACP)
- Multicast protocols [IGMP, IGMP-snooping, PIM]
Prefer to have understanding / Exposure / Expertise in one or more areas :
- Advanced Datacenter technologies- MC-LAG, VxLAN, EVPN
- Perl/Python/Unix/Expect scripting
- Requires B.E. in Electronics/Engineering or Computer Science ( or equalent) with minimum 5 years experience in Networking Industry.
- Following candidates having any of following experience will be preferred and minimum experience criteria may not apply -
- 2+ years extensive JUNOS experience OR minimum 3+ years experience in Troubleshooting Data centre networks, Enterprise core networks.
- Platform Knowledge: Juniper (routers, switches), Cisco, Arista, Alcatel, traffic generators (Ixia, Agilent)
- Preferred Certifications - JNCIS / JNCIP / JNCIE / CCNA / CCNP / CCIE and other equivalent.
