Resident Engineer – London

Resident Engineer, Advanced Services
Reporting to the Global Operations Director, the Enhanced Response Resident Engineer (Regional Technical SME) will be responsible for providing technical expertise and “forward-looking” technical services to optimize network reliability and performance.
Evaluates the customer’s network for performance, scalability, and security and provides recommendations to network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Applies a broad technical understanding of the customer’s current network architecture and partners with the customer’s network support team to create and execute a long-term network plan with the customer.
Also, partners on short-term projects such as recommendation and implementation of new software and hardware features in the customer’s network.
The Technical SME will also work to address technical escalations and support the effort to improve infrastructure operational stability across the Network by providing hands-on technical leadership in the areas of Proactive/ Reactive Support, Change and Implementation, Documentation, Standards compliance, Training, & Operational Process & Procedures.

Key role responsibilities for the Resident Engineer/ SME

• Support production environment of products within the Customer infrastructure
• Troubleshoot equipment and network problems and to open and track cases through to problem resolution on pre and post production issues.
• Participation in an on-duty rotation to assist in troubleshooting and service restoration outside of business hours and at weekends.
• 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
• Understand the Customer’s organizational structure and become familiar with the Customer’s network implementation and support processes and procedures to help in supporting a network that is available and sustainable.
• Assist the Customer to develop Network Operating and Equipment Operating Procedures.
• Develop and maintain scripted solutions to simply troubleshooting and pro-active maintenance.
• Hold network information gathering workshops with the Customer to understand the Customer’s existing network design and technical requirements of new network designs.
• Train the Customer’s design, implementation and support personnel to configure and operate the products
• Produce a written summary report of the status of Design projects, equipment and network problems on a regular basis to the Customer
• 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
• 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.
• The Resident Engineer is expected to peer with other employees performing similar resident engineering roles where lessons learned may help minimize risk associated with major network upgrades or changes in the network.

Base Qualifications

• Candidates for this role MUST have a minimum 5 years experience providing implementation and technical support of networking products in LAN, WAN or Internet services environments.
• Candidates for this role MUST be able to demonstrate the following competencies:

Strong Interpersonal skills, Ability to work well with many levels of customer engineering and management, ability to work well with the account team and Technical assistance centre.

• Detailed technical experience in the installation and operation of IP Routers Switches and Firewalls. This includes hands-on operation of management tools and network analyzers.
• Detailed understanding of the protocols surrounding IP networks. These skills should generally include:
• a. TCP/IP fundamentals,
• b. IP subnetting and supernetting and hierarchical routing principles,
• c. Routing protocol operation (OSPF and BGP),
• d. Routing policies at BGP peering points, e. VPNs and the associated tunnelling technologies (L2TP, MPLS, etc.) Switching, spanning tree and other switching technology as required, Firewalls and associated technologies as required.
• The ability to function in a team environment and recognise and take on tasks with self-direction as well as the ability to take direction from the customer account team and Advanced Services Management.
• Hands-on configuration and operational knowledge of router and firewall and switching products, passion to continue learning and expanding your knowledge.

Focal Technologies
Strong Technical Experience in the following areas are desired;

• Knowledge of JUNOS/ Juniper Platform is highly preferred
• Advanced Knowledge of Routing, Switching & Firewall
• Good understanding of Juniper Q-Fabric/ QFX/ EX Operation & Design
• Good understanding of Juniper MX Operation & Design
• Good understanding of Juniper SRX Operation & Design
• Advanced knowledge of MPLS/ VPN Operation & Design
• Familiarity with JUNOS Space and Other Enterprise Level Management Tools

The Resident Engineer will be expected to develop secondary skills in other products in the Juniper product portfolio

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