Senior Advanced Engineer - Juniper

Technical/Customer Service Remote, Ohio


Description

The Senior Technical Support Engineer serves the organization as a subject matter expert (SME) providing the highest level of technical support on a variety of hardware with a focus in the following OEM’: Juniper. Responsible for multiple and specific platforms within an OEM.  Provides an expert understanding of networking along with knowledge of OEM and industry specific tools and techniques In addition to working on issue resolution they provide research/development for new services and products, pre-sales support and prospect evaluations, and conduct internal training for department staff and Field Engineers.  The Senior Technical Support Engineer has the capacity to maintain multiple ranges of server and storage lines; he/she may primarily focus on complex platforms at the Enterprise level.The Senior Technical Support Engineer serves the organization as a subject matter expert (SME) providing the highest level of technical support on a variety of hardware with a focus in one of the following OEM’s; EMC, HP, IBM, Cisco, Brocade, Dell, NetApp, Data Domain or Hitachi Data systems. Responsible for multiple and specific platforms within an OEM.  Provides an expert understanding of networking along with knowledge of OEM and industry specific tools and techniques In addition to working on issue resolution they provide research/development for new services and products, pre-sales support and prospect evaluations, and conduct internal training for department staff and Field Engineers.  The Senior Technical Support Engineer has the capacity to maintain multiple ranges of server and storage lines; he/she may primarily focus on complex platforms at the Enterprise level.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  
• Provides highest level of technical support as required, to field engineers and customer end users, from remote problem identification, troubleshooting, diagnostics and repair strategy, through resolution on a 7x24 hour basis.
• Conducts “post-mortems” with Field Service Engineers, Support Staff and customers to review resolved issues and prevent reoccurrences.
• Provides bridge support to Customer Support Analysts on open problem resolution.
• Develops troubleshooting, operating and diagnostic procedures across multiple platforms.
• Creates and reviews knowledge base technical solutions, revised processes, and technical documentation. 
• Maintains and configures various operating systems and hardware configurations.
• Identifies and deploys tools to manage specific systems support for a break/fix environment.
• Manages and drives customer satisfaction situations with proactive status updates to management.
• On a regular bases conducts and works with pre-sales support and prospect evaluations to determine if the company can support prospects as defined by requirements/expectations
• Develops service plans for new technical support: conducts research; creates and reviews documentation; creates infrastructure of test beds for development and analysis; develops and maintains internal test hardware and platforms
• Outline and execute continual skills enhancement and education of current and future products
• Evaluates system specifications and installation parameters in order to make recommendations and implement support solutions
• Prepares and conducts product and technical training for Field Service (and Support) Engineers, sales staff and PPT partners
• Works with little to no supervision, excellent time management skill set, staying productive
• Autonomous project management, with proactive management updates and requests

OTHER DUTIES AND RESPONSIBILITIES:  
• Other duties as assigned. 

SUPERVISORY RESPONSIBILITIES:None.

MINIMUM QUALIFICATIONS: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
Education Bachelor’s degree in (Computer Science or Information Technology) or equivalent field experience. OEM knowledge based competencies, preferred.

Experience
• Minimum seven to ten (7-10) years related experience working with multiple platforms, or equivalent experience working with specific platform based on company need
• Ability to understand and navigate complex technical situations with strong problem-solving and remedy skills.
• Excellent interpersonal, verbal and written communication skills
• Experience working in a professional and consultative manner with customers, management and platform vendor support requirements
• Expert working knowledge of specific operating environments, connectivity and networks
• Proven ability to effectively mentor and guide others in resolving complex technical data center hardware issues
• The ability to collaborate, leverage the strengths and unique perspectives of others within the organization and work together toward an agreed-upon solution.
• The ability to work effectively and thrive as a member of a team, ad hoc task group and assigned work groups to bring greater value to the overall organization.

Certifications or Licenses
• Vendor certifications a plus – may be required for specific platform support needs.
• Must possess a valid driver’s license and an appropriate driving record based on the position requirements.

Special Knowledge, Skills & Abilities
Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Communication Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of employees, managers, vendors, customers, and/or the general public.

Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Other: High aptitude in trouble shooting and effectively communicating information and solutions to others.  Works well in high pressure situations.

PHYSICAL DEMANDS: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• Long periods of time sitting at a desk (daily)
• Manual dexterity to operate computers, related hardware and general office equipment, such as phone, fax/copier/scanner
• Frequent reaching, pulling and pushing with hands and arms
• Lifting of up to 75 pounds
• Must be able to speak and hear adequately
• Clear vision at close and mid distances
• Occasional driving
• Up to 25% travel

WORK ENVIRONMENT: (The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)• Office environment (controlled climate)• Occasional travel by car, plane or bus