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


• He / She acts as technical escalation point of operational issues.

Additional Responsibilities:

• Handle technical issues for NEC customers on Juniper Networks products(s) (M-Series, T-


• Series, MX-Series routers, and EX-Series of Ethernet Switches, 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


• 2-3 years of working experience in a network support role, preferred if supporting large IP networks


• 2-3 years supporting customers on site and via phone. Must be able to support high profile customer base.


• Strong communication and collaboration skills are must.


• 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),


• Deep knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS,


• Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)


• 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;


• Valid JNCIA or above Certification on the mentioned competences.


• QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Secure Management (SSL, SSH)


• Experience working with Juniper TAC on day to day basis


• Experince in SDN,


• Experience inSDWAN