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Technical Service Advisor 4

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Hewlett Packard Enterprise

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Location:
Colombia , Bogota

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We assist our customers to evaluate network for performance, scalability, and security and provides recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new Juniper software and hardware features in the customer's network.

Job Responsibility:

  • Act as a single point of contact for post-sales customer service issues
  • Represent Juniper customer service to the customer and as representative of the customer back to Juniper
  • Understand customer lifecycle to deliver efficiency and effectiveness
  • Support the account/customer with alignment to services sales and product sales activities
  • Track and manage the deliverables of Juniper Premium Care, Juniper Care Plus (JCP), Juniper Optimum Care (JOC), Advanced Customer Support (ACS), and advanced options
  • Help support cases resolved as per SLAs and expedite/escalate critical issues
  • Proactively escalates and brings people with required expertise together to bring critical issues to closure
  • Act as an interlock between Customer and Juniper Professional Services, Advanced Services and Education Services
  • Coordinate and oversee all customer service delivery into the account
  • Early engagement regarding major projects to consider service requirements, risk management, and expectation setting
  • Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality
  • Establish a customer specific operational status and reporting framework
  • Use professional knowledge to review and assess open software defects
  • Deliver proactive consulting services such as technical analysis and recommendations
  • Partner with Customers in conducting periodic Juniper product health checks
  • Review and evaluate network plans and assists in the planning of new feature implementation and product deployment
  • Engage with Juniper engineering teams to improve potential quality issues with products
  • Document and maintain customer network solutions knowledge and educates other internal Juniper resources

Requirements:

  • Deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)
  • Reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN
  • 8+ years experience in designing, implementing, and solving technical problems of state-of-the-art Datacenter, IP/MPLS- Networks
  • High exposure to network operations environment
  • Ability to operate independently, including management of priorities in unstructured environment
  • Experience with customer facing roles
  • Bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent
  • Bilingual (English/Spanish)

Nice to have:

  • Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless
  • Experience working in large enterprises, Network service providers
  • ITIL Framework process knowledge
  • Experience and desire to work on automation
  • Amiable communication, interpersonal and social skills
  • Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents
  • Business degree such as MBA
What we offer:
  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Unconditional Inclusion environment

Additional Information:

Job Posted:
January 24, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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