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.

Responsibilities:
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

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Manager II Transmission Equipment Strategy Duke Energy Enterprise Wide Location Options

Duke Energy Corporation

Posted 1 week ago

VIEW JOBS 11/3/2018 12:00:00 AM 2019-02-01T00:00 More than a career - a chance to make a difference in people's lives. Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits. Note: this position may be located anywhere within Duke Energy's territory's (Carolina's, Florida, Mid-West). This position is responsible for leading the development and implementation of maintenance and asset management plans to ensure that transmission assets are maintained, assessed, and managed in a cost-effective manner while achieving targeted reliability/performance levels across the Duke Regulated Utility Enterprise service territory. Included are preventive maintenance programs, reliability programs, equipment sparing plans, and service bulletins. The maintenance programs include documentation and implementation plans that address changes as a result of preventive maintenance practices as well as insure regulatory compliance is maintained where applicable. The reliability programs address equipment obsolescence, decreasing performance, and service bulletins. Sparing plans include identifying key spares for critical equipment across the system and includes bushings. Key Functions of the equipment strategy group include: * Monitor and assess equipment performance to ensure that transmission assets are maintained to maximize reliability at minimum cost while maintaining maximum company profitability. * Monitor and assess equipment performance to proactively develop reliability programs when reliability degrades or equipment can no longer be maintained. * Develop and coordinate implementation plans for new or revised programs insuring effective communcation and sequencing of the changes is achieved. * Develop sparing plans to insure adequate spares (including bushings) are maintained to maximize reliability at minimum cost while maintaining maximum company profitability. * Insure compliance to NERC standards and public service commissions in regards to maintenance programs. Maintains productive and motivated work force to ensure a cohesive team effort. * Actively shares information. * Develop a culture of two way communication, encouraging employee feedback and providing communications within the work group and with user organizations. * Enable staff to make decisions within boundaries. * Resolves complex employee issues. * Develops a culture which supports continuous employee development (training, career development, technical) * Engages staff in the participation of national and industry technical working groups and committees for personal development and to influence national industry practices and standards for transmission reliability and performance. Travel required: 25% Basic/Required Qualifications Minimum of 7 years experience and superior performance in roles that support leadership of a technical organization along with an Associate or Bachelor Degree in an engineering or technology related field or, in lieu of a degree, 10 years of operating/maintenance experience with Transmission equipment and facilities. Desired Qualifications * Broad knowledge of overall company operations * Broad network of contacts throughout Duke and strong industry affiliations * Demonstrated leadership abilities including decision making, delivering results * Strong negotiation and collaboration skills * Demonstrated ability to develop and execute both short and long range plans * Ability to manage complex transitional issues through innovation and teamwork * Bachelor's degree in engineering or technology related field * Prior supervisory experience desired Specific Requirements Transmission equipment operations and maintenance practices/techniques knowledge and skills/experience. Travel Requirements 15-25% Relocation Assistance Provided (as applicable)Yes Represented/Union PositionNo Visa Sponsored PositionNo Posting Expiration Date Monday, November 19, 2018 All job postings expire at 12:01 AM on the posting expiration date. Please note that in order to be considered for this position, you must possess all of the basic/required qualifications. Duke Energy Corporation Lake Mary FL

Enterprise Network Support Tier II

Convergys