Technical Support Engineer - Switching (Barranquilla - COL) **About the Position** **Additional Responsibilities**: Become the technical lead and handle high priority issues for small subset of top Juniper Networks customers on specific Juniper Networks products(s) (M-Series, T-Series, MX-Series routers, and EX-Series of Ethernet Switches) - 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 **Skills and Experience**: - Higher education (Bachelor or Master degree in electrical 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) - Working experience with traffic generators and network protocols analysis tools - Working experience with: Linux, FreeBSD, MacOS, Scripting languages (Tcl, Perl) - Practical knowledge of L1/L2 technologies: Ethernet, SONET/SDH, ATM, Frame Relay - Strong problem solving skills, applicable to large and complex network scenarios - Strong customer management and customer service skills. - Excellent presentation skills. - In addition, knowledge of the following would be an advantage: Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)