Technical Support Eng Staff

2 weeks ago

Ottawa, Canada Juniper Networks Full time

**Technical Network Support Engineer Staff - CFTS**

Have you ever used your smartphone, or Netflix, or cable TV, or WiFi and wondered how the giants in the communication industry like Amazon, Google, Facebook, Comcast, Verizon, AT&T and more - sustain the high-speed networks that power our daily lives. Think you’ve got what it takes to support these networks and keep up with their demands or - even better - get ahead of their next challenge? Be a true partner. If so - we might be looking for you for an exciting role in our Customer Focused Technical Support (CFTS) team

**Where you’ll work**:
At Juniper, we strive to deliver network experiences that transform how people connect, work and live. We Power Connections, Empower Change, and we do that trough our core values Being Bold, Building Trust and Delivering Excellence.

CFTS is part of the Global Juniper Technical Assistance Center (JTAC) organization. We are a diverse team of dedicated and highly skilled people who represent many nationalities. CFTS is a dynamic and flexible organization, dedicated to delivering better-than-expected support for our customers.

**What you’ll be doing**:
**Case Management**:

- Become the dedicated focal technical support contact and handle high priority incidents for a limited number of Advanced Services customers, on specific Juniper Networks Routing products (M-Series, T-Series, MX-Series, PTX-Series, ACX-Series, QFX, EX and virtual products like vMX)
- Acquire in-depth knowledge of the Juniper infrastructure and technologies that are present in assigned customer’s network profile; including their network topology, features, configurations, and service history, which results in faster resolution
- Take ownership of high priority or critical customer issues, isolate Juniper product issues at network/hardware/software level, ensure timely service restoration and resolution by using a systematic problem-solving approach
- Replicate customer environments and issues in the lab and collaborate with Juniper Engineering teams in providing bug fixes on software issues reported by a customer
- Collaborate with our Service Managers for high profile technical critical issues, involvement in conference calls, and/or face to face customer account meetings
- Develop and maintain skills in his/her core products and technologies and highlight any need for training as the customers' networks evolve
- Work closely with other CS teams to ensure knowledge share of the customer’s networks, issues and solutions. Keep Customer Support 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

**Knowledge Base Management**:

- Contribute to technical documentation (White Papers, FAQs, Solutions, Knowledge Base) for internal and/or external use
- Sound documentation of technical support issues using the available tools is an essential element of the role

**Continual Improvements**:

- Suggest ways to improve the team performance and increase customers’ happiness.
- Work with various technical teams within Juniper Networks regarding new products and feature improvements for reliability, availability, and serviceability
- Develop a “Can-Do” attitude and suggest ways to improve the team performance and increase customer’s satisfaction

**What we’re looking for**:

- Bachelor's degree in engineering, computer science or related field, or equivalent experience
- At least 8+ years of experience in supporting large, complex IP-based networks.
- Proven experience in most of the following:

- IP Networking basics: TCP/IP, Subnetting, IP Packet flow, OSI layers
- Routing technologies: OSPF, ISIS, BGP, MPLS (L2 & L3 VPN), RSVP, LDP, Multicast protocols (IGMP, PIM)
- Switching and Data Center technologies: VLAN / Trunking, STP, RSTP, VSTP, VXLAN/EVPN, IP-Fabric
- Experience with traffic generators and network protocols analysis tools
- Strong problem-solving and troubleshooting skills
- Strong customer management and customer service skills
- Excellent communication and presentation skills
- Preferred Qualifications:

- Working experience with Operating System architectures (Linux, FreeBSD), Scripting languages (TCL, Perl, Ansible, Puppet, C, C++), Virtualization, Service daemons (DHCP, DNS, TACACS, Radius)

**Additional Information**:

- Travel requirements for the position is expected to be less than 10%._

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