Resident Engineer Staff -- Alta Fiber

We are looking to hire a Resident Engineer to join our growing Services team. Resident Engineers are 'hands-on,’ providing operational support services that empower our customers to get the most from our industry-leading products. You will apply your technical knowledge to optimize customer networks, proactively mitigate risks, test and deploy new software and hardware, and delve into hot issues. The Resident Engineer will engage individually or as part of a more significant customer Network Operations Team. 

Resident Engineer 

The Resident Engineer would report to the Service Delivery Manager. This highly technical role provides post-sales, on-site, and potentially on-call support of Juniper Networks products for one of the country’s largest Cable Service Providers. This role will / might require long working hours. The ideal candidate for this role must have a detailed understanding of protocols used for IP based service provider networks and be able to demonstrate technical expertise in the configuration, troubleshooting and operation of IP based routers and include hands-on operation of management tools and network analyzers. It requires excellent customer interface skills, including both written and verbal.

Location: Remote US.  The role requires quarterly visits to customer site in Cincinnati. (~20% travel) 

Responsibilities

• Provide operational support to all Juniper routing/security products within the Customer infrastructure. 
• Troubleshoot equipment and network problems pertaining to Juniper hardware and to open and track JTAC cases through to problem resolution. 
• Train the customer's operational, implementation and support personnel to configure and operate the Juniper Networks products.
• Proactively evaluate and audit customer network configurations, alarms and event logs.
• Facilitate weekly operations calls with customer to discuss equipment and network problems, and to provide case status updates, including the reasons for any problems encountered and the workarounds and/or solutions that are being tried.
• Partner with other Juniper Resident Engineers to develop best practices guidelines based on lessons learned which could help minimize risk associated with major network upgrades or changes in the network.
• Test patches and fixes to operating software and to ensure that they are implemented and functioning correctly in the live network.
• Assisted with network inventory tracking and provided periodic reports to service management staff.
• Assist the customer in developing Network Operating and Equipment Operating Procedures.
• Raise equipment Return Material Authorizations (RMAs) and to track these through to problem resolution
• Support ongoing efforts in defining best practice policies for Juniper product applications used by Customer.

This is a full-time position and may require occasional long work hours.  Technical support to the Customer may require the Resident Engineer to: 

• Troubleshoot equipment and network problems and open and track JTAC cases to resolve problems on pre- and post-production issues.
• Raise equipment Return Material Authorizations (RMA’s) and track these through to problem resolution
• Produce a written summary report of the status of Design projects, equipment, and network problems on a regular basis to the Customer
• Hold design and information gathering workshops with the Customer to understand the Customer’s existing network design and technical requirements of new network designs.
• Understand the Customer’s organizational structure and become familiar with the Customer’s network implementation and support processes and procedures to help in designing a network that is available and sustainable.
• Carry out testing of new Designs, features, and functionality as required by the Customer in a laboratory environment and to help develop plans to implement and verify that they are operating correctly in the live network.
• Follow established industry procedures for performing and documenting all testing.
• Test patches and fixes to operating software and to ensure that they are implemented and functioning correctly in the pre-production test network and then live network as implementation plans dictate.
• Hold technology workshops with the Customer to discuss equipment and network problems, and to provide case status updates, including the reasons for any problems encountered and the workarounds and/or solutions that are being tried.
• Train the Customer’s design, implementation, and support personnel to configure and operate Juniper Networks products.
• Support design and planning of Juniper MX, EX, and QFX networking and security products and associated solutions within the Customer infrastructure.