Juniper

Position : CFTS SPOC Technical Support Engineer

Location – Bangalore

Experience: 5-7 years

DESCRIPTION:

JTAC Tech Support Engineer 3, is a technical support position, working from the Juniper Technical Assistance Center (JTAC) office in Bengaluru supporting high-end customers with Service contracts across the EMEA region.

JTAC Tech Support Engineer 3 is a position that acts in the very front line of complex networking projects. Its primary role is to provide Juniper front line, providing level 2 support for an ecosystem of multiple technologies and vendors, for which different procedures of problems reported, and escalation must be used.

Day-to-day work activity in this team involves resolving cases and working those through to resolution. You are gathering and analyzing critical information needed to understand the problem, breakdown into manageable components and follow up troubleshooting procedures and documentation from multiple technologies and vendors. The customer and you work together via remote sessions, or you request details of the customer problem and network design.

JTAC Tech Support Engineer 3 accurately identifies customer requirements/expectations and addresses customer needs by providing the right support tailored to the specific tech area where the received SR (Service Request) fall into, promptly triaging and driving the identified issues toward resolution.

When available the successful Engineer needs to analyze and debug core dump files and start to recreate the customer problem in the lab or verify if the issue is known in our problem database.

Most cases that enter the EMEA JTAC team are complex and do require strong technical skills, to identify the tech area involved in the case and escalate to the right Juniper team for resolution, as well as customer management skills. As part of the aftercare, the JTAC Engineer actively participates in a review call with the customer where they will be providing technical updates and demonstrate ownership of the technical issues.

Position requires work on weekends, in rotation with other team members.

Responsibilities:

• Maintaining and supporting customer solution platforms
• Investigating and participating in resolution of the issues discovered/reported by the customer
• Escalating issues to the engineering team, if needed
• Documenting issues using available tools
• Participate in customer conference calls to discuss technical issues
• Close collaboration with DevOps teams daily
• Working with multiple development teams in resolving the issues found
• Participating in the change management process, as appropriate
• Writing and maintaining technical documentation (knowledge articles, operational/procedural documents) for internal and external use

POSITION REQUIREMENTS:

Technical requirements for the position:

• Possess consolidated problem-solving skills in the diagnosis and resolution of customer issues
• 1+ years hands-on experience with Linux
• 1+ years of hands-on experience with Kubernetes, Docker, Jenkins, Ansible
• 1+ years of automation using Python
• The candidate should have a thorough understanding of networking fundamentals (TCP/IP, UDP, DHCP, DNS, ICMP, ARP, routing and switching).
• A thorough understanding of microservice development architecture, Agile development model.
• Excellent troubleshooting skills, ability to work independently.
• Good understanding of networking protocols, and routing & switching technologies
• 1 or more years of experience with Data Representation types
  • XML (Required)
  • JSON
  • YAML
• The ability to write different scripts languages as per solution requires some degree of knowledge.
  • Python (required)
  • Ruby
  • Shell
  • JavaScript
  • XSLT
  • SLAX
• 2y Experience in POSIX-compliant Operating systems such as
  • GNU/Linux
  • FreeBSD
• Familiarity with experience with Kubernetes and Docker