Network Support Specialist

2 days ago

Kanata, Canada Juniper Networks Full time

**Overview** As a JTAC Technical Network Support Engineer, you will be responsible for providing quality support for our growing client and partner base on our Routing suite of products, hardware-based and virtual deployments, Work with a highly knowledgeable group of customers, and as an escalation point for other TAC groups within the organization. Diagnose and remediate complicated hardware and software issues, and replicate customer environments as needed within the Juniper labs. Provide technical expertise and guidance during testing, deployment, and operational phases of networks. Be a customer advocate for timely resolution of issues and for problem reproduction and escalation. Document and reproduce customer-related networking problems, and if necessary, coordinate fixes by the engineering department. Develop technical specialties and prepare technology white papers in these areas. This role will also expose you to a diverse group of teams within Juniper - including Engineering, Product Management, and Sales - providing endless opportunities for career growth in a fun, challenging, and fast-paced environment. Characteristics of success in this role include previous experience in supporting Routing products or technologies; experience troubleshooting complex IP networks; and having the ability to multi-task and work under pressure. We are looking for people who take pride in doing excellent work and can both teach and learn from those around them. **Responsibilities**: - Provide technical support services to Juniper’s end-user enterprise, carrier, and service provider customers, and channel partners - Diagnose and resolve customer issues regarding the installation, configuration and use of **Juniper’s ACX-Series, MX-Series and PTX-Series Platforms,**and/or internetworking issues affecting the use of these products - Effectively communicate on a peer level with IT professionals within customer accounts to recommend and communicate solution strategies quickly and accurately - Facilitate timely resolution of customers’ problems by logging and maintaining status of problem and problem resolution in call tracking system - Document issues, resolutions, and specific implementation scenarios in the knowledge database - Effectively document and communicate customer questions, issues, and requirements to support management, product management and development - Proactively shares knowledge with external partners, vendors, and customers by clearly documenting FAQs on engineering solutions. - Participate in the technical review process for new product launches - Provide on-site support for customers when needed - Ability to work on a weekend and holiday on-duty rotation model - Ability to travel (both domestic and abroad) is probable (although this would be a small percentage of time

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