Job Description

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 solution

What you’ll need to have

·       CCNA completed (7 updated)

·       Security knowledge

·       Must have conditions to work from home

·       High School Diploma

·       Advance English 90%