Network Engineer, Juniper Routers
Herndon, Texas, United States of America
Full Time
1 hour ago
$92,700 - $175,700 USD
Visa Sponsor
Key skills
CommunicationProblem SolvingCollaborationPresentation Skills
About this role
Role Overview
- Handle high priority issues for small subset of top HPE Juniper Networks customers on specific Juniper Networks products(s) (MX, PTX, ACX).
- 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
Requirements
- Higher education (Bachelor or Master degree in electrical engineering or computer science or equivalent)
- 3+ years of working experience in a network support role
- 2-3 of these years would be spent supporting large IP networks
- 3+ 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 problem solving skills, applicable to large and complex network scenarios
- Strong customer management and customer service skills.
- Excellent presentation skills.
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion