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Technical Support Engineer 3 - Switching

Bengaluru, KA
Job Code:
  • IT
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Job Details

This position is for Juniper TAC (Technical Assistance Centre) for the Campus & Data-Center (EX, QFX & Qfabric)products & technology (Switching, virtual-chassis Qfabric, Metafabric, Routing & MPLS) support.The TAC engineer role is an Individual Contributor role. TAC engineer is responsible to Provides technical expertise and guidance during testing, deployment and operational phases for Juniper Customers across the Globe.Manages critical customer issues and facilitate communication between customers, Sales team, escalation, and engineering teams.Will be the highest level (L3) of technical escalation for the customer for Juniper Switching portfolio of products.Be a customer advocate for timely resolution of issues and for problem reproduction and escalation. Document and reproduce customer related networking problemsCoordinate with Development engineers for the fix and test the fix in the lab environment before offering to customer.Supporting customers during maintenance activities and provide online trouble shooting tipsAttend release readiness reviews with engineering team and provide TAC feedback based on customer experienceParticipate in tasks such as new product development projects, Knowledge base creation, Chalk talk and other documentation activities. Help improve processes and tools.Mentor newly hired support engineers and peers in technical areas of specialty.Provide ongoing technical and process training on new product developments and service offerings.Participate as technical expert in product marketing meetings, and support readiness project work.Work with external partners, vendors, and customers to clearly document and distribute FAQs for knowledge transfer and consistently accurate resolutions.Document all actions taken toward resolving customer issues in contact tracking database.Develop common question and answer documentation to be included in department knowledge base.Handling escalations from tier 1 & 2 technical support teams around the globe.The role would require the engineer to work in day shifts. There will be weekend work as per roster and pager rotation coverage, onsite troubleshooting, and occasional travel required.RequirementsRequires B.E. in Electronics Engineering or Computer Science with 5 - 15+ years of experience supporting IP networks. Candidates who have worked extensively on routing protocols, switching technologies multicasting in large enterprise environment are preferred. JNCIE/CCIE in Routing & Switching is a Plus.SkillsIn-depth knowledge of Switching Technology [STP, RSTP,MSTP,PVST,VSTP]IP and related protocols (ARP, ICMP, TCP, UDP, DNS, DHCP),IP routing protocols (BGP, OSPF, RIP), Routers, Switches, Firewall, NAT, PATMulticast related protocol [IGMP,IGMP-snooping, PIM]Service Provider technology [MPLS,MP-BGP, L2/L3 VPNs]Excellent written and verbal communications skills, good personal organization skills, ability to provide leadership for frontline technical support engineers, and solid customer service attitude required.- Ideally a candidate with 5 -15 plus years of extensive network implementation with high level trouble shooting experience- Should have a proven trouble shooting expertise- Flexible on qualification as long as they are strong in the areas mentioned above.Experience -Total 5+ yrs experience,some of it in networking Equipment Company (cisco/Huawei/Alcatel lucent etc.), level2/level3 troubleshooting network protocols. -Escalation engineer with lots of troubleshootingexperience in large enterprise networks or worked on NOCs of large enterprises, -Experience in direct interaction with customers (globally) highly desired -Experience in TAC organization will be a plus Platform KnowledgeCisco, Nortel, Huawei, Extreme, Arista, Brocade & Juniper (routers, switches), traffic generators / traffic simulators, protocol analyzers, testers etc. (not all are required but some of these are good to have),Protocol/Technology knowledge TCP/IP, OSPF, RIP, BGP, IS-IS, MPLS, Multicast, L2/L3 VPNs, Wireless Networking etc.Networking Certifications CCNA/CCNP/CCIE, JNCIS, JNCIP, JNCIE etc. (Not a requirement but nice to have)
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-10


H/W Installation/Maintenance | Network Planning | Security | Switching/Router
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