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Focused Technical Support Engineer – Security - 937986

Netherlands

Responsibilities

Job Overview:
 Part of the Customer Service (CS) division of Juniper Networks, the candidate
 will be required to provide a high level of technical support on specific Juniper Networks product(s) to
Advanced Services customers, directly or via
partners. The understanding of the Knowledge Management processes and the use of the existing Knowledge Sharing applications to contribute to the
collation, 
dissemination and the enhancement of the collective knowledge and best practices is a key requirement for this role.



Additional Responsibilities: 


Become the focal technical support contact and handle high priority issues for a limited number of Advanced Services customers, on specific Juniper Networks products(s) (SRX –Series, vSRX).
Take ownership of high priority or sensitive customer issues and ensure prompt
service restoration and resolution to the customer’s satisfaction, by using a
 systematic problem solving approach.
Work closely with other CS teams to ensure knowledge share of the customer’s
 networks, issues and solutions. Keep CS management informed of all sensitive 
issues.

Work with various technical teams within Juniper Networks regarding new products
and feature improvements for reliability, availability, and serviceability.
Work closely with the Service Managers to help them to gain a good understanding
of the technical issues and their resolution.
Provide necessary support to the Service Managers for high profile technical
 escalations.
Involvement in conference calls and/or face-to-face customer account meetings to
discuss 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, FAQs, and Solutions) for
 internal and/or 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
.

Work Experience and Education

The candidate will have achieved a good level of higher education (Bachelor or Master degree).
Professional certification (like JNCIE, CCIE or equivalent) is necessary.
Extensive working experience in a network support role, some of these years would be spent supporting large IP networks.

Strong operating and troubleshooting knowledge across the following Technical domains: Hardware, Programming, Operating systems and Networking.

Competences ad Skills

Hardware

The candidate will be familiar with Computer System hardware design and industry-wide standards (e.g. commonly used: bus, CPU, memory, controller (and so on) types). The ideal candidate should be
familiar with basic electronic circuits (e.g. logical gates, flip-flops, etc.).

Programming

The ideal candidate has hands-on experience with C, C++ programming language. The candidate is able to write shell scripts (to automatize various tasks) and know some additional high-level language
e.g. python, perl. Understanding of the W3C XML and the XML transformation languages e.g. XSLT or SLAX is a big bonus.

Software Architecture: Operating systems

The candidate has strong understanding of the POSIX-complaint operating systems design principles; FreeBSD or GNU/Linux. The candidate has hand-on experience in using them; day-to-day work,
administration, troubleshooting, debugging. A good candidate should also have exposure to some commonly used software (service daemons) run on those systems. For instance, knowing how to
setup/administer DHCP, DNS, HTTP, FTP, TACACS, and RADIUS.

The ideal candidate has hands-on experience with Microsoft Active Directory and Microsoft Certificate Services, knowing how to setup/administer them.

Security & Networking

Extensive and deep knowledge of TCP/IP networking on Layers 2-4 (Ethernet, IP, TCP/UDP…), dynamic routing protocols (OSPF, BGP…), switching technologies (VLANs, STP/RSTP…), redundancy
protocols (VRRP or equivalent)
Extensive and deep knowledge of security solutions and concepts on Layers 2-7 (including Stateful Firewalls, NG-FW, IDS/IPS, UTM), Network/Transport Layer security services (especially IPsec
VPNs),and Cloud-based security services.
Deep understanding of Layer 2-7 security threats (including attacks on Network/Transport Layer and on common Application Layer protocols, such as HTTP, DNS...).
Good knowledge of network
management protocols and tools (SNMP, XML, LDAP, SSH/SCP…).
Knowledge of advanced Routing & Switching technologies and design principles (MPLS VPNs, EVPNs…) is an advantage.

Languages

An excellent speaking and writing English is necessary.

Personal Traits

Analytic and Innovative: Strong problem solving skills, applicable to large and complex network scenarios. Interpret the underlying issue and patterns in complex situations. Take a new perspective
on complex problems and the existing solutions.
Customer Oriented: Strong customer management and customer service skills. Proactively act to understand customer needs and offer assistance even when not asked.
Excellent communication and presentation skills: Able to provide accurate and unbiased communication. Able of handling emotion and conflict. Able to establish consensus and attain agreement.
Team player: Sensitive to others needs and feelings. Able to work in a multicultural environment.
Excellent learning capabilities and motivation: Willingness to deepen knowledge on hardware platform and JUNOS Operating system.
Flexible, adaptable and proactive: Flexible to work outside of the office hours and to travel to the customer premises.
Rational: Able to handle difficult situations and take decisions under stress.

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1/10/2018 Juniper Careers
ABOUT JUNIPER NETWORKS
Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the
experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create
value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in
ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of
public sector organizations.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only
valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment
to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world...

TO ALL RECRUITMENT AGENCIES:

Juniper Networks does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Juniper Networks employees or any other company location. Juniper Networks is not
responsible for any fees related to unsolicited resumes.

Job Scam Alert:

Due to a rise of fraudulent job openings/offers posted on job websites, please use caution and be sure to apply through legitimate job sites including Juniper Networks corporate career sites. The postings
may appear legitimate with unauthorized use of Juniper Networks branding and copyright material. Some common signs that a job posting/offer is a scam include:

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• Misspellings and grammatical errors;
• Get rich quick language;
• Failure to list a specific location for the job;
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The best way to apply for jobs at Juniper Networks, is via www.juniper.net/careers (http://www.juniper.net/careers).

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