Detailed Course Outline
1 Course Introduction
2 Introduction to Juniper Products
- Describe Juniper products, solutions, and services
3 Requirements of a Technical Support Engineer
- List the expected technical capabilities
- Identify the expected behaviors
4 Linux System Administration Fundamentals
- Identify the components of an OS
- Manage users and permissions
- Explain the Linux filesystem and file permissions
- Manage Linux processes
- Manage software packages
5 Networking Device Fundamentals
- Explain ARP protocol and identify the various fields in the header
- Explain the working of DHCP protocol
- Explain the working of DNS protocol
- Differentiate between HTTP and HTTPS protocols
- Describe the traffic flow through a Switch
- Describe the traffic flow through a Router
- Describe the traffic flow through a Firewall
- Explain ping, traceroute, and tcpdump utilities
6 Linux Networking Fundamentals
- Configure IP addresses
- Describe Linux networking basics: bridging, routing, and security
- Describe name resolution (DNS)
7 Introduction to Junos OS Architecture
- Describe the Junos OS architecture
- Identify the major hardware components in Juniper products
- Explore the Junos J-Web user interface
8 Introduction to Junos OS CLI
- Explore the Junos CLI operational mode
- Explore the Junos CLI configuration mode
- Configure basic system settings, interfaces, and static routes
- Configure and analyze system logging, traceoptions, and packet captures
9 Troubleshooting as a Process
- Describe process-based methodology
- Describe common troubleshooting steps
10 Basic Network Troubleshooting
- Troubleshoot a communication flow between two PCs connected by a switch, a router, and a firewall
11 Overview of JTAC
- Identify the Global Support Organization structure
- Describe the JTAC support model
- Navigate Juniper Support Portal and other tools
- Describe the RMA process
A Effective Customer Communication
- Demonstrate effective use of phones for audio communication
- Demonstrate effective use of e-mails for business writing
- Identify the principles of time and priority management