Job Description
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 Delivers expert hands-on technical assistance and troubleshooting for resolving critical customer issues. Provides experienced technical support to handle customer issues escalated from lower-level engineers. • Resolves complex customer cases successfully and documents only the most complex customer problems for further escalation. Retains ownership of most customer issues, except for the most complex. Works on customer support problems of diverse scope where analysis of data requires evaluation for a variety of factors Works on customer problems which require a lab replication and resolve them together with the engineering teams. KNOWLEDGE BASE MANAGEMENT Proactively shares knowledge with internal and external customers by clearly documenting FAQs on engineering solutions. Proactively shares knowledge with external partners, vendors, and customers via knowledge tools. Create Knowledge articles. Delivers trainings to improve team knowledge. MENTORING Provides ongoing support and feedback to less experienced staff. CONTINUAL QUALITY IMPROVEMENT Uses technical expertise to identify and suggest service support initiatives to improve processes, products, and tools
