SCC ★ 3.6

1. Main duties of job:

• Primarily concerned with technical support of Juniper products; other vendors will be introduced which may be required to be included in the role description
• Provide technical assistance for incoming support queries related to networks, systems, software, and hardware
• Respond to queries on-line or by email and occasionally by phone
• Ask pertinent questions to determine the nature of a problem
• Guide customers through a problem-solving process
• Communicate effectively, clearly and respectfully
• Install, modify, and repair systems and configurations
• Run diagnostic programs to resolve problems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Follow up with customers to ensure issues have been resolved
• Provide support to Field Engineers for remote operations
• Technically validate solution designs
• Technically validate / build Bills of Materials
• Update corporate systems diligently
• Prioritize workload based upon given criteria
• Various working patterns available to cover 24/7 shift patterns

2. Skills, Knowledge & Experience:

• Have at least 2 years’ experience in a technical role either in a similar position or as a field engineer
• The Partner Support Analyst/Engineer will be literate, numerate, a good communicator, a logical and detailed thinker and have a large helping of common sense
• The ability to continue to work efficiently and accurately when the pressure is on without making mistakes or allowing corners to be cut is essential to the Nuvias Support operation running smoothly, efficiently and delivering the service our customers deserve and expect
• Partner Support Analyst candidates will be of graduate standard in an ICT related subject
• Partner Support Analysts will be certified on Juniper products to a JNCIS standard or higher and preferably have practical experience of one or more of the other key technologies: Riverbed, Cisco, Watchguard, Fortinet, Kaspersky
• The role is primarily an English speaking one; candidates with fluency in other European languages and/or Chinese will be at an advantage

4. Report Line Technical Service Manager