Course Modules
#ModuleDurationLabRequiredStatus
1
Course Introduction
This module provides an overview of the course.
1m
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2
Introduction to Juniper Products
This module describes Juniper products, solutions, and services.
23m
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3
Requirements of a Technical Support Engineer
This module lists the expected technical capabilities and behaviors of a technical support engineer.
21m
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4
Linux System Administration Fundamentals
This module covers Linux administration fundamentals such as the components of the operating system, managing users and permissions, the Linux filesystem and file permissions, and managing Linux processes and packages.
2h 54m
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5
Network Device Fundamentals
This module explains the ARP protocol and how to identify various fields in the packet header, the working of DHCP, DNS, HTTP, and HTTPS protocols. It also describes the traffic flow of a switch, a router, and a firewall and how to use ping, traceroute, and tcpdump utilities.
2h 2m
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6
Linux Networking Fundamentals
This module describes Linux networking such as bridges, routing, security, DNS, and how to configure IP addresses.
3h 42m
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7
Introduction to Junos OS Architecture
This module introduces Junos OS architecture, including the components in Juniper products.
27m
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8
Introduction to the Junos CLI
This module introduces Junos OS CLI, configuring basic system settings, interfaces, static routes, system logging, trace options, and packet captures.
3h 1m
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9
Troubleshooting as a Process
This module describes how to troubleshoot a process using process-based methodology and common troubleshooting steps.
43m
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10
Basic Network Troubleshooting
This module describes how to troubleshoot a communication flow between two PCs connected by a switch, a router, and a firewall.
2h 31m
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11
Overview of JTAC
This module describes the JTAC support model, how to navigate Juniper Support Portal and other tools, and describes the RMA process.
1h 15m
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12
Effective Customer Communication
This module demonstrates the effective use of phones for audio communication, emails for business writing, and the principles of time and priority management.
17m
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Course Details
This course provides students with the foundational knowledge required to work in a Technical Support Engineer role. The course summarizes technical support concepts and provides a basic introduction to Juniper products and software. Key topics within this course include technical support concepts, networking, Linux fundamentals, troubleshooting process, soft skills, and basic introduction to Juniper products and software.

Please note that this course may contain references to lab activities. Labs are not available for this course.

Difficulty Level: Foundational
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