82534p-technical Support Engineer 4 - DWY
- Bogotá DC
- Permanente
- Tiempo completo
- Build productive and collaborative trust-based relationships with the assigned accounts
- Take ownership of high priority or sensitive customer issues and ensure prompt network services restoration and issue resolution to the customer's satisfaction, by using a systematic problem solving approach
- Work closely with various technical teams to ensure knowledge transfer of the customer's networks, issues, teams, and solutions. Keep management informed of all sensitive issues.
- Work with various technical teams within Juniper Networks and provide input on new products and feature improvements for reliability, availability, and serviceability
- Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations
- Participate in customer conference calls and/or face to face customer meetings to discuss technical issues
- Develop and maintain skills in his/her core products and technologies, and highlight any need for training as the customers networks evolve
- Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use
- Sound documentation of technical support issues using the available tools is an essential element of the role
- Develop a "Can-Do" attitude and suggest ways to improve the team performance and increase customer's satisfaction**Person Specification**:- Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent )
- 3-6 years of working experience in a network support role, 2-3 of these years would be spent supporting large IP networks
- 3-6 years supporting customers on site and via phone. Must be able to support complex and high profile customer base.
- Strong communication skills, including influencing and collaboration skills, are a must.
- Strong operating and troubleshooting knowledge across the following routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switchingtechnologies (VLAN/Trunking)
- Extensive and deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)
- Working experience with traffic generators and network protocols analysis tools
- Working experience with: Linux, FreeBSD, MacOS, Scripting languages (Python, Slax, Perl)
- Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay
- Strong problem solving skills, applicable to large and complex network scenarios
- Strong customer management and customer service skills.
- Excellent presentation skills.
- In addition, knowledge of the following would be an advantage: Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)This role is for strategic-large CALA customers, based in Barranquilla, Columbia. Do you ever use your smart phone, or cable TV, or WiFi, or NetFlix account, and wonder how the giants of telecom
- Comcast, Verizon, AT&T;, Amazon, Google and more - possibly sustain the high-speed networks that power our daily lives? Think you’ve got what it takes to keep up with their demands or - even better - get ahead of their next challenge? Be a true partner? If so - read on.Most if not all of Juniper’s premier customers purchase Advanced Service contracts because they recognize the value of Customer Focused Technical Support (CFTS), typically on a 7x24
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