• Responsible for remote tier 2 troubleshooting; operation engineer provides engineering for LAN/WAN networking, Data Centre, virtualization and infrastructure upgrades, changes,troubleshooting, relocation and migrations specializing in advanced Juniper and other vendorssolutions.


• He / She acts as senior escalation point of operational issues and be able to crossfunctional lines in troubleshooting complex problems.

Additional Responsibilities:

• Become the technical lead and handle escalated issues for NEC customers on Juniper


• Networks products(s) (M-Series, T-Series, MX-Series routers, and EX-Series of Ethernet


• Switches, Contrail SDN, NorthStar Controller, etc)


• Participate in on call rotations as assignments


• 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 NEC and provide input on new products, solutions and feature improvements for reliability, availability, and serviceability.


• Work closely with the onsite Resident/L1 Engineers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations


• Work closely and follow up on the cases that has already been escalated to Juniper TAC, escalate the issue to Juniper TAC in case it is deemed.


• Participate in customer conference calls and/or if required, onsite face to face customer meetings to discuss technical issues or handle technical escalations


• 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

Skills and Experience:

• Higher education (Bachelor or Master degree in telecommunications 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),


• Switching technologies (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)


• Valid JNCIP Certification on the mentioned competences.


• Working experience with traffic generators and network protocols analysis tools


• Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay


• Strong problem-solving skills, applicable to large and complex network scenarios


• Customer management and customer service skills.


• Ability to travel


• In addition, knowledge of the following would be an advantage:


• Network management skills SNMP, XML, LDAP, COPS;


• Unix/Linux administrator skills, scripting languages (Tcl, Perl)


• QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)


• Experience working with Juniper TAC on day to day basis


• Experience with RHOSP, Mirantis, VMware or other virtualization products and/or cloud infrastructure.