Technical Support Engineer - L2 Routing

This position is for the TAC (Technical Assistance Centre) of HPE for their Juniper MX/PTX/ACX series AI Native router products support. Level 2 and Product Escalation team.

What You ll Do:

- Support Juniper M/T/Mx/PTX/ACX series products, working directly with our customers and partners.

- Work with highly knowledgeable group of customers and partners. Be an escalation point for other L1 TAC groups within the organization.

- Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.

- Manage and own critical customer escalations. Facilitate, own and document communication among customers and other stakeholders.

- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.

- Take ownership of customer s issue right from case creation through various stages of problem reproduction, managing escalation till problem resolution.

- Be a fast learner and keep pace with newer technologies

- Help improve processes and tools.

- Be a Team player, flexible to work on Weekends/Holidays as per the Business requirement.

What you need to bring:

Essential Skills:

Excellent Communication (verbal and written) skills Excellent case documentation skills Thorough understanding of

-IP Packet flow, OSI layers

-Layer 3 - IP and related technologies (ICMP, TCP, IPSec, GRE, QoS, VRRP)

-IP routing protocols (BGP, OSPF, ISIS , RIP)

-Layer 2 technologies (Ethernet, 802.1q/p VLAN, STP, RSTP, ARP, PPP, MLPPP, LACP)

-MPLS, VPLS, L2 and L3 VPN

-Customer handling experience between 2 to 5 years

Desirable Skills:

-MPLS Traffic Engineering, LDP, RSVP

-Multicast technologies NG-MVPN, PIM

-Subscriber Management

-Services : CGNAT, GRE, SNMP, Flow monitoring, and IPSEC

-Perl/Unix/Expect scripting

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have whether you want to become a knowledge expert in your field or apply your skills to another division.