Technical Support Engineer 4

At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.

Task Description

CASE MANAGEMENT : The case management refers to the process of handling all the incidents (services disruptions) and customer requests. These may be software and hardware failures, and requests for support, advice, information, or documentation. For the incidents causing an unplanned interruption or reduction in quality of a service which adversely impact delivery of service to customers or enterprise, the Technical Support Engineer will initially focus on the implementation of workarounds by reducing or eliminating the impact till full resolution is available. In higher support levels, the engineer together with the developers works via the opening of an internal Problem Report (PR) on lab reproductions, and on the troubleshooting of incidents till the full resolution is available.

KNOWLEDGE BASE MANAGEMENT : Knowledge Base Managements refers to the knowledge transfer and information management activities. The engineer creates, correct, or update technical documentation for colleagues or customers as needed, and shares her/his knowledge via the J-Net Community. In upper support levels, the engineer might work on Knowledge Base articles (KBs) by publishing, contributing, and reviewing them, and on publishing non-confidential customer facing Problem Reports (PRs).

MENTORING: The engineer will help to develop the talent of less experienced staff, not only for the technical skills but also for competences. Within the scope of Mentoring, the engineer will prepare and

CONTINUAL QUALITY IMPROVEMENT: Continual Quality Improvement focuses on the activities to improve the quality of the service and products delivered to the Juniper customers. This is achieved via the continual and incremental improvement of operational processes, and products. The engineer works on improving troubleshooting guidelines, internal and external Juniper documentation, system supportability capabilities, company product quality initiatives and related JTAC operational processes.

Responsibilities

CASE MANAGEMENT

KNOWLEDGE BASE MANAGEMENT

MENTORING

CONTINUAL QUALITY IMPROVEMENT

ABOUT JUNIPER NETWORKS

WHERE WILL YOU DO YOUR BEST WORK

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INCLUSION AND DIVERSITY AT JUNIPER

Additional Information for United States jobs:

ELIGIBILITY TO WORK AND E-VERIFY

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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Information for applicants about E-Verify / E-Verify Informaci n en espa ol: This Company Participates in E-Verify / Este Empleador Participa en E-Verify

Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar

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