Convergys Juniper Networking Support Rep Tier III in Orlando, Florida

Job Title:

Juniper Networking Support Rep Tier III

Job Description

Looking to expand your technical career and use your current talents? Look no more, join the winning team!

Why not take all of that talent, insight and appreciation for innovation, and put it to work where it can make a world of difference? At Convergys, the world leader in customer management, we're doing just that - every day. We help clients maximize the power of their contact with their customers. And when that client is a global icon in consumer electronics innovation - the opportunities for success are limitless.

Join us at Convergys, proud to be recognized as a 2014 Winner of the Orlando Sentinel’s Top 100 Companies for Working Families .

Starting Pay: $22.50 hourly

Key Responsibilities:

  • Effectively troubleshoot and resolve customer’s network issues

  • Confirm customer understanding of the solutions and provide additional customer education as needed

  • Stay current on Enterprise Class Networks to include hardware, software, and procedures

  • Stay current other networking technologies

  • Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

  • Utilize own judgment to resolve problems or perform research

  • Address routine and non-routine customer problems

  • Perform tasks that are generally not clearly defined and are not part of a regular workflow cycle

  • Take full ownership of sensitive customer issues for small subset of Enterprise Class customers on specific Network hardware (Enterprise routers, Ethernet Switches, Firewalls), and ensure prompt network services restoration and issue resolution to the customer’s satisfaction, by using a systematic problem solving approach

  • Work with various technical teams within the Client and provide input on new products and feature improvements for reliability, availability, and serviceability

  • Work closely with the Service Managers to support them in gaining a good understanding of the technical issues and their resolution, and support them in driving high profile technical escalations

  • Participate in customer conference calls and/or face to face customer meetings to discuss technical issues, and access and assistance within the client secure environment·

  • Contribute to technical documentation (White Papers, KB, Troubleshooting Guides, ) for internal and external use

  • Sound documentation of technical support issues using the available tools is an essential element of the role

Hours: 24/7, Sun-Sat

Education/Experience Required

  • Strong operating and troubleshooting knowledge across the following routing and switching technologies: TCP/IP, BGP, OSPF, ISIS, MPLS (L2 & L3 VPN), Multicast protocols (IGMP, PIM), Switching technologies (VLAN/Trunking)

  • Strong knowledge in IP networking in layers 2-4 (TCP/IP, Ethernet, VLANs, VLAN stacking, QoS, Spanning Tree (STP,RSTP), RIP, VRRP, IGMP)

  • Knowledge of Network management skills SNMP, XML, LDAP, COPS; Unix administrator skills; QOS, NAT, Firewall, MPLS MPLS/VPNs, IPSec, Stateful Packet Inspection, Common methods of attacks (DoS, portscan, Worms and Trojans, spoofing), Secure Management (SSL, SSH)Demonstrated ability to accurately gather information and document same in a CRM system

  • Ability to capture and interpret packet traces

  • Understanding of authentication schemes (Active Directory, NTLM, NIS)

  • Strong understanding and working knowledge of High Availability concepts such as VRRP, NSRP and HSRP

  • 2 yr. degree in electrical engineering or computer science or equivalent experience

  • 1-3 years of working experience in a network support role supporting large IP networks either on site or via phone. Must be able to support complex and high profile customer base

  • Juniper certification or related experience preferred


Education & Professional Certifications : High school diploma or equivalent experience Associate's Degree in related technical discipline, or External hire with minimum two to three years relevant experience, or Two years tenure working within an applicable technical program One or more technical certifications: i.e., Cisco Certified Design Professional (CCDP), Cisco Certified Network Professional, Cisco Certified Network Associate (CCNA), Microsoft Certified Systems Administrator or equivalent vendor certification, CompTIA A+ Certification and/or CompTIA Network+ Certification and/or, other related technical certification desirable Candidate Profile: Strong technical knowledge in software, hardware, and networking, particularly trouble-shooting, repair, sales, etc. Prior experience in customer service or call center environment IP protocol and network experience highly desirable Working knowledge of client technical systems Strong understanding of computing technology including hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity Sound problem solving skills with linear and logical troubleshooting skills Process knowledge, assessment, design and documentation skills Team player with strong interpersonal skills Strong oral and written communication skills Solid analytical, technical, and project management skills Must have proficiency with various software applications including Microsoft Office (Word, Excel, Powerpoint, Outlook) Skilled in multi-tasking Ability to work independently with minimal supervision An ability to remain calm under pressure and work in a concise, clear and focused manner Demonstrated ability to work with a team. Able to work a 24 hour, 7 day rotation schedule if required

Environment, Physical & Other Requirements : Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.


USA, Orlando, FL

Language Requirements:



Work Experience:

Time Type:

Full time

Who We Are

At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.

For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.

For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!

Build Your Career With Convergys

When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!

Watch the video below to hear from some of our employees around the world as they talk about what it means to be part of the Convergys team.

Convergys has careers available in 31 countries at 150+ locations.

Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.