Technical Support Engineer 3
Location: Ontario, Canada
At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.
To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.
This is such an exciting time for you to be involved in the IT industry. Digital transformation is everywhere, with technologies such as Multi-Cloud, Automation, IoT, AI/ML and 5G driving the next waves of innovation. Juniper Networks is at the heart of this transformation with its industry leading technologies that are ever more software defined, helping to answer the most complex issues in connectivity.
Juniper has a unique blend of wireless, Artificial Intelligence and cloud expertise which makes us stand out from the competition and bring innovation to the wireless and wired space. Juniper Mist’s next-generation Wireless LAN (WLAN) platform is now combined with Juniper’s wired LAN, SD-WAN and security solutions to drive the cloud transition within the enterprise and accelerate our enterprise growth.
At Juniper, we strive to deliver network experiences that transform how people connect, work and live. We Power Connections, Empower Change, and we do that through our core values Being Bold, Building Trust and Delivering Excellence.
Responsibilities:
Provide Tier 3 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.Ability to own & drive the cases to resolution including timely escalation as per need.Understand Customer’s impact, prioritize, own, and effectively communicate among various stakeholders.Be customer advocate while closely engaging with escalations team and Product teams to drive customer reported escalations towards closures.Expected to be able to work in a highly dynamic and technical environment with relentless focus on delivering excellence to Juniper customers.Perform review of cases and provide quality feedback.Provide on-site support for customers when needed.Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website/forums.Travel (both domestic and abroad) is probable (although this would be a very small percentage of time).Able to work on a weekend (either being staffed or through on-call methods)Knowledge Creation, Quality/Continuous improvement initiatives and Training / Mentoring activities.Minimum Qualifications:
2-4 years of experience supporting enterprise IP networks and Security products including NG-Firewalls running advance features like IPS/IDS/UTM/AV/APPId etc.Requires B.S. in electrical engineering or computer science or equivalent degrees.Strong troubleshooting skills in complex networks involving Switching/ Routing/ Security/ Cloud technologiesVery Strong TCP/IP knowledge. Strong Routing Protocol Knowledge (OSPF, BGP, RIP) & skills required. Working experience with IS-IS, MPLS, Multicast and various WAN protocols will be considered a plus.Understanding of High Availability concepts (HSRP, VRRP, JSRP, MNHA)Knowledge of Security Technologies (Firewall and VPN).Proven knowledge of NGFW, SSL Inspection, Web filtering and other security technologies.Working Knowledge of Load Balancing/SDWAN/Cloud network concepts, Unix/Linux and Windows, sniffer tools like Wireshark.Virtualization and Scripting skills (Python, Perl, Shell scripting etc..) would be considered as added advantage.Certification on Cloud and Security domain is preferred.JNCIA-MistAI, JNCIP-Security and other Juniper certifications are added plus.Ability to learn and integrate new technologies in a fast-paced environment.Excellent Communications and Interpersonal Skills required, with a passion for problem solving and zeal to learn new technologies.#LI-AHUYNH
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