This position will deliver support as a component of Juniper’s maintenance support Services (Program). The TSE’s are in charge of providing technical support for Juniper devices (Routing, Switching, Security and Network Management Security.
The resolution of a Service Request may include problem isolation, lab replication, solution testing, packet capture, analyzing network traces, perform remote diagnostics and perform remote configuration.

Job Responsibilities

Provide medium/high technical support via phone, live, secure meeting or e-mail by determining the best support options, which may include personal ownership until the completion of the case, requesting external support and/or escalating the case to a higher-level technical support representative.
Apply existing technical skills and begin to develop advanced skills using tools and equipment appropriate for the position or specialization.
Troubleshoot simple to complex hardware and/or software issues
Follow appropriate escalation path to resolve technical issues from customers
Assist external users of the client's technical products or services by answering questions and solving problems involved in their use.
Identifies, investigates, and researches user questions and problems, and may refer to technical, professional, or service personnel for follow-up, as appropriate.
Respond to basic to complex inquiries of a technical nature through case management.
Handle problem resolution, which may require follow-up and/or escalation to a higher level of expertise.
Develop subject matter expertise in area of assignment
Respond to voice mail messages from customers other parties in timely manner
Make follow up outbound calls to customers, other parties as a part of case resolution process
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
Listen attentively to customer needs and concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of requirements or problem.
Meet customer requirements through first contact resolution.
Confirm customer understanding of the solution and provide additional customer education as needed.
Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Effectively transfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Answer questions independent of decision-support tools.
Offer solutions to issues that may be non-standard/non-routine and require extensive clarification.
Maintain broad and in-depth knowledge of client products and services.
Attend training sessions on new products and/or updates as required
Assist Technical Support Representative Level 1 with inbound calls /cases as necessary.
Create and update documentation about issues or possible solutions

Candidate Profile

CCNA completed (7 updated)
Security knowledge
Must have conditions to work from home
High School Diploma
Advance English 90%

*Job requirements may vary by country and will not contravene any local laws

Advanced Tech Advisor

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