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:

Requirements

Requires B.E. in Electronics Engineering or Computer Science with 2- 5 years of experience supporting / Designing / implementing IP networks.

Candidates who have extensively worked on Troubleshooting, implementation and support of large IP networks have an edge .

Primary Skills

Excellent Customer handling and communication (verbal and written) skills

Excellent case documentation skills

Thorough understanding (Packet level) 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)

Understanding / Exposure / Expertise in one or more areas -

MPLS, VPLS, L2 and L3 VPN

MPLS Traffic Engineering, LDP, RSVP

Multicast technologies NG-MVPN, PIM

Perl/Unix/Expect scripting

Understanding/ Exposure/ Expertise in

Subscriber Management

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