Solutions Performance Support Engineer

Fujitsu   •  

Richardson, TX

Industry: Professional, Scientific & Technical Services

  •  

5 - 7 years

Posted 39 days ago

Job Description

The Solution & Performance Support Engineer will deliver high-quality technical assistance for Juniper, Calix and Cisco products, through telephone and electronic communication. Provide hardware and software technical support, including configuration, upgrades and break-fix troubleshooting of multi-vendor products and other peripheral systems including networking equipment, servers and clients for timely resolution of customer issues. Must possess a strong ability to independently debug broad, complex, and unique systems with mixed media and protocols required.


Primary Responsibilities

  • Provide technical support to FNC’s customers via telephone, email or other communications means.
  • Document and reproduce customer problems in the lab, coordinate fixes proposed by product vendor engineering team and provide accurate resolutions.
  • Manage critical customer accounts and escalation requests in a timely manner.
  • Serve as point of escalation for the NOC on complex technical issues.
  • Support firmware upgrades, testing validation, MOP creation and release management.
  • Participate as SME in project meetings and support readiness project work.
  • Provide ongoing knowledge transfer and technical training on supported technologies and service offerings.
  • Mentor newly hired support engineers and peers in technical areas of specialty.
  • Develop Knowledge Articles.
  • On-call rotation coverage and occasional travel for onsite support
  • Other duties as directed by the management team

Qualifications

Required

  • B.S. in Electrical Engineering, Computer Science or Information Technology
  • 5+ years of experience supporting enterprise and/or service provider networks
  • Extensive knowledge in TCP/IP networking, Ethernet, IP, VLANs, VLAN stacking, xSTP, ERPS, LAG, mc-LAG, Bridging, VRRP, BNG and subscriber management
  • Proficient with Cisco IOS and JUNOS for configuration and troubleshooting of routing protocols: MPLS (RSVP & LDP signaling), L3-VPN, L2-VPN, MP-BGP, BGP, OSPF, IS-IS and routing policies
  • Experience with NAT, IPSEC, GRE tunnels, Firewall filters and Security policies
  • Hands-on experience with Juniper EX, QFX, MX and SRX series products
  • Extensive knowledge of Broadband technologies, Active Ethernet, GPON and G. Fast
  • Hands-on experience with Calix access and aggregation products (ONTs and OLTs)
  • Hands-on experience with Calix Cloud platforms (Consumer Connect and Access Analyze)
  • Experience supporting Calix CMS and Junos Space management systems
  • Working knowledge of Linux servers and network services (DHCP, SNMP, FTP, TFTP, DNS, NTP)
  • Good understanding of VoIP (SIP)
  • Packet analysis with Wireshark and TCPdump
  • Troubleshooting experience in layers 1-7 of OSI Protocol Stack for various LAN /WAN devices.
  • Strong communication and interpersonal skills required
  • Knowledge of SDN, NFV, VNF, VIM solutions
  • Calix E7 GPON Specialist
  • Calix E7 Active Ethernet Specialist
  • CCNP (Cisco Certified Network Professional)
  • JNCIP (Juniper Networks Certified Internet Professional)

Desired

  • Red Hat Linux Certification RHCSA
  • OpenStack Certification RHOSA II
  • NFV Certifications MEF-NF and MEF-SDN/NFV
  • CCIE (Cisco Certified Internetwork Expert)
  • Calix E-Series Professional
  • JNCIE (Juniper Networks Certified Internet Expert).

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