Juniper Wi Fi Operations Engineer Tier

Our banking client runs Juniper Mist wireless across a large estate of branches, ATM lobbies, regional offices and corporate sites. Branch staff rely on Wi-Fi for teller workstations, tablets used for account opening, guest access, and other connected devices - so when Wi-Fi is down at a branch, customers notice.

We're looking for a Juniper Wi-Fi Operations Engineer who is the first technical voice branch staff and IT stakeholders hear when something goes wrong. You'll own the issue from first call to resolution: talk calmly with a branch manager, work out what is really happening using Mist AI and Marvis, fix what can be fixed at the operations layer, and - when engineering is truly needed - hand over a clean, evidence-backed escalation so the engineering team doesn't have to start from scratch.

This role sits between the service desk and network engineering. Success means fewer unnecessary escalations, faster restoration for branches, and stakeholders who trust the network team.

• Act as the primary technical point of contact for branch managers, branch staff, regional IT, and internal business stakeholders on Wi-Fi incidents and requests.
• Translate technical findings into plain language for non-technical users, and set clear expectations on timelines and next steps.
• Join bridge calls for major incidents (multi-branch or region-wide outages) and give clear, timely status updates.
• Coordinate with branch staff and field technicians for on-site checks (AP power, cabling, PoE, device placement) during remote troubleshooting.
• Keep tickets updated so users and managers always know where an issue stands.

• Triage incoming Wi-Fi incidents from the service desk, monitoring alerts, and Mist SLE (Service Level Expectation) degradations.
• Use the Mist dashboard, Marvis Virtual Network Assistant, and Marvis Actions to isolate root cause across the client AP switch WAN authentication path.
• Diagnose common issues independently, including:
  • AP offline, rebooting, or disconnected from the Mist cloud
  • Client connection failures (association, authentication, DHCP, DNS)
  • 802.1X / RADIUS / certificate issues (Mist Access Assurance, Cisco ISE, Aruba ClearPass or similar)
  • Roaming problems, sticky clients, and coverage gaps
  • RF interference, channel and power issues, co-channel congestion
  • PoE budget, VLAN, trunk, and port issues on Juniper EX access switches
  • Guest Wi-Fi / captive portal problems
  • Branch WAN or SD-WAN issues that look like Wi-Fi problems
• Perform approved operational fixes within change control: AP reboots, port bounces, config template corrections, firmware upgrades on approved schedules, RRM tuning, and WLAN setting adjustments.
• Use Marvis queries, client insights, packet captures, and dynamic PCAPs to collect evidence.

• Escalate to Network Engineering only after structured troubleshooting, with a complete escalation package: problem statement, impact (branches/users/services), timeline, steps already taken, Mist/Marvis evidence, logs, and PCAPs.
• Open and manage Juniper TAC cases when needed, providing the right data the first time.
• Track escalated issues through to closure and update the knowledge base with the outcome.

• Monitor SLEs (time-to-connect, successful connects, coverage, roaming, throughput, AP uptime) across all branches and proactively act on trends before users report them.
• Support branch openings, relocations, refreshes, and closures: AP onboarding, site setup in Mist, template assignment, and post-install validation.
• Write and maintain runbooks, troubleshooting guides, and knowledge articles for the service desk to improve first-call resolution.
• Find recurring issues and drive problem tickets to permanent fixes.
• Produce weekly/monthly operational reports: incident volume, MTTR, escalation rate, branch health, and top recurring issues.

• Follow ITIL-aligned incident, problem, and change management processes; no unapproved changes in production.
• Support the bank's security and regulatory requirements (e.g., PCI DSS, GLBA, FFIEC guidance, SOX change controls, internal audit).
• Help identify rogue APs, unauthorized devices, and WIPS alerts, and escalate security events per policy.
• Keep accurate records and evidence for audits.

• 4 7 years in enterprise network or wireless operations/support, with at least 2 years hands-on with Juniper Mist wireless.
• Strong working knowledge of Mist AI, Marvis VNA, SLEs, templates, site/org configuration, and Mist Edge concepts.
• Solid understanding of Wi-Fi fundamentals: 802.11a/b/g/n/ac/ax (Wi-Fi 6/6E), RF basics, channel planning, roaming (802.11k/v/r), and WPA2/WPA3-Enterprise.
• Hands-on troubleshooting of 802.1X, EAP-TLS/PEAP, RADIUS, and certificate-based authentication.
• Working knowledge of switching and IP networking: VLANs, trunking, PoE, DHCP, DNS, STP, and basic routing.
• Experience with Juniper EX switches (Junos CLI) for access-layer troubleshooting.
• Proven experience in a customer-facing technical role: comfortable on the phone with non-technical users and senior stakeholders.
• Experience with ITSM tools such as ServiceNow, Remedy or Jira Service Management.
• Strong written communication: clear tickets, escalation notes, and status updates.
• Ability to work in an on-call rotation.

• Juniper certifications: JNCIA-MistAI (required within 6 months if not held), JNCIS-MistAI preferred; JNCIA-Junos a plus.
• CWNA / CWAP / CWSP or equivalent wireless certification.
• Experience supporting banking, financial services, or other regulated, multi-site environments (retail, healthcare).
• Familiarity with Juniper Mist Wired Assurance, WAN Assure / Session Smart Routing, or SRX branch firewalls.
• Experience with Ekahau or similar tools for site surveys and validation.
• Basic scripting or API use (Python, Mist API, Postman) to automate checks and reporting.
• ITIL Foundation certification.

• Diagnostic mindset - isolates the fault domain quickly and works from evidence, not guesses.
• Ownership - stays with the issue and the customer until it's resolved or properly handed off.
• Calm under pressure - handles branch outages and frustrated users professionally.
• Clear communicator - explains technical issues simply and writes escalations engineers can act on immediately.
• Process discipline - respects change control and documentation in a regulated environment.
• Continuous improver - turns repeat incidents into runbooks, automation, or permanent fixes.

• First-line resolution of Wi-Fi incidents at Tier 2 of [70 80%] without engineering escalation.
• Mean time to restore (MTTR) for branch Wi-Fi incidents within agreed SLA.
• Escalations to engineering include a complete evidence package [95%+] of the time.
• Branch SLE scores maintained or improved across the estate.
• Positive stakeholder feedback from branch operations and regional IT.
• Runbooks/knowledge articles created for the top 10 recurring Wi-Fi issues.

• Occasional travel to branches or regional offices for site validation or major incidents (approx. [10 20%]).
• Participation in on-call rotation and after-hours change windows (branch changes are typically scheduled outside banking hours).
• Must pass background checks required by financial institutions (criminal, credit, and employment verification).