Enterprise Network Support Tier II

Convergys Lake Mary , FL 32795

Posted 2 months ago

The Network Support Engineer reports into the Customer Service & Support (CSS), specifically as part of a comprehensive Juniper Technical Assistance Center (JTAC). JTAC challenges the status quo to provide multi-tiered services to Junipers top-tier customers worldwide customers who test the traditional bounds of what can be done. Those premier customers increasingly rely on Juniper experts like the Tech Support Engineer --, typically on a 7x24 basis.

In short our most expert customers cant do what they do without a designated team of engineers. And thats you -- with in-depth product knowledge (switching, routing and/or security) and highly focused troubleshooting skills relevant to a customers network.To meet the challenge, you need experience supporting networks; as well as broad product knowledge in either routing, switching or security (firewalls). Your ability to troubleshoot network issues; diagnose network issues are what bring you applause, success and thanks in the Support organization. In this position, your primary role is one of break/fix, where your mastery of in-depth diagnostics quickly brings network assets back online and heads off future problems.

As one tool, you replicate customers problems in Junipers state-of-the-art lab environment to determine the root cause, verify a fix, and recommend a solution.Its a little like air traffic control even an average day requires close attention to detail, and exceptional days bring something new to learn and experience.

Actively monitor phone and work bins for customer issues for a small subset of top Juniper Networks customers on specific Juniper Networks products (Routing, switching or security).Take ownership of high priority or sensitive customer issues and ensure prompt service restoration and resolution to the customers satisfaction, by using a systematic problem solving approach.Participate in customer conference calls and/or face to face customer meetings to discuss technical issues, and access and assistance within the client secure environment.Accurately documenting technical support issues is an essential element of your role, allowing all involved parties quick concise understanding of progress and a summary of the resolution for both now and future reference.Use your knowledge to share added value and assist in additional needed support, operational issues, and proactively prevent issues.Develop and maintain skills and competencies in core products and technologies
Contribute to technical knowledge documentation for internal and external use.Provide a Can-Do attitude and suggest ways to improve the team performance and share best practices to increase customers satisfaction.Work with various technical organizations within Juniper Networks to support resolutions and drive the exceptional customer experience.

Minimum Requirements:
1 year of working experience in a network support role, supporting networks either on site or via phone. Must be able to support high profile customer base.Strong problem solving skills, applicable to network scenarios.Practical knowledge of L2/L3 Protocols.Knowledge of TCP/IP Networking Fundamentals in layers 2-4 of the OSI model.Familiar with Network Management skills such as NAT, Policies, IPSec, Stateful Packet Inspection, Secure Management (SSL,SSH).Troubleshooting knowledge of Dynamic Routing technologies such as BGP, OSPF.Experience with Network protocol troubleshooting and analysis tools.Diplomacy and good customer facing skills to understand and effectively address sensitive customer situations.Good communication, presentation and collaboration skills.Concentrix is an EEO/AA/M/F/Vet/Disability Employer

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Enterprise Network Support Tier II