Responsibilities

• The JTAC Technical Support Engineer will support Security products, working directly with our customers and partners.
• Work with a highly knowledgeable group of customers and as an escalation point for other TAC groups within the organization.
• Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.
• Provide technical expertise and guidance during testing, deployment, and operational phases of networks.
• Be a customer advocate for timely resolution of issues and for problem reproduction and escalation.
• Document and reproduce customer-related networking problems.
• Develop technical specialties and prepare technology white papers on these areas.
• Participate in cross-functional tasks such as Knowledgebase article management and other documentation activities. Help improve processes and tools.

Skills

Must have

Knowledge
• Retains ownership of most customer issues, except for the most complex, and resolves the majority of issues.
• Utilize guidance from managers or more senior engineers for case resolution or escalations.
• Sustain customer satisfaction all along the troubleshooting process.

Job Complexity
• Provide professional assistance to our customers via case management.
• Maximize the utilization of CRM tools
• Determinate cases escalation and provide proper escalation summary for next-level support.
• Document all troubleshooting activities in Service Request.
• Achieve performance and quality goals.

Supervision
• Work independently or with minimum supervision.
• Build up the right criteria to determine actions within the boundaries of the role.

Experience
• Bachelor's degree
• Experience in Customer Service/Technical support

Judgment
• Uses logic and common sense when making decisions or taking action toward troubleshooting, reporting, or escalations
• Uses existing rules and procedures to guide actions.
• Consider the continues adaptability needed to sustain world-class services

Focus on Customer
• Asks questions to accurately identify customer needs.
• Seeks feedback from customers.
• Addresses customer needs by involving the right
• people (resources) at the right time (escalations)
• Follows up with customers to ensure problems are solved.
• Meets or exceeds customer service needs, and reports barriers
• Proactive attitude

Execution
• Asks questions to clarify assignments and priorities.
• Deals with high-priority work activities first.
• Makes sure work is done correctly.
• Surfaces problems and issues with speed and accuracy.

Communication
• Listens carefully to others.
• Communicates clearly and concisely.
• Provides an appropriate level of detail in communications.
• Keeps others informed.

Collaborative relationship
• Relates to others in an accepting and respectful way, regardless of their personality or background.
• Builds relationships by identifying and talking about common interests and priorities.
• Remains positive and respectful even in difficult situations.


Ethics and integrity
• Meets commitments.
• Does not disclose confidential information.

Adapt and learn
• Recovers quickly from problems and setbacks.
• Deals constructively with mistakes and problems.
• Seeks opportunities to acquire new knowledge and skills.
• Accepts and uses feedback, without becoming defensive.

Networking
• Good Knowledge of routing Switching and security protocols (Ethernet, VLANs, Spanning Tree)
• Good knowledge of application layer protocols (SNMP, HTTP, SMTP, DNS, DHCP)
• Good knowledge of Syslog protocol
• Basic knowledge of MPLS, QoS, RIP, OSPF, BGP, VRRP, IGMP, VPN protocols, and others
• Good TCP/IP knowledge.
• Good understanding of Security Technologies: IPSec, UTM, DDos, etc.
• Knowledge of C, Python, shell script, Perl is a Plus
• The ideal candidate will be able to analyze sniffer traces and be able to resolve various routing issues
• Basic knowledge of Virtualization tools (VMware)
• Good practical knowledge of Unix/Linux

Certifications
• Bachelor's degree in Information Technology, Computer Science or equivalent.
• Juniper or Cisco certifications are a plus (CCNA, CCNP, JNCIA, JNCIS, )

Experience
• Ideally, the candidate should have 1+ years of working experience in a network support role

Professionalism
• Excellent team player
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills in English
• Experience in enterprise technical support

Languages
• English is a must

Nice to have

• French, Spanish, Russian and/or German is a plus