This self-paced On-Demand eLearning course is designed with the foundational knowledge required to work in a Technical Support Engineer role. This course summarizes technical support concepts while briefly introducing Juniper products and software. Key topics include technical support troubleshooting concepts, networking concepts, and Linux fundamentals. This course contains interactive, self-paced labs to reinforce learning. This course includes audio and closed captioning in English as well as AI-generated closed captioning for German, French, Portuguese, Spanish, and Japanese. Watch a Sneak Peek

Notice: This course will not be available after December 31, 2025. All active registrants to the course will have 12 months to complete course, then it will be archived.
Purchase Includes: 365 Days of Access
Difficulty Level: Foundational
Additional Details
  • Termed access to the online course materials and labs begins at the time of purchase.
  • This course includes audio and closed captioning in English as well as AI-generated closed captioning for German, French, Portuguese, Spanish, and Japanese.
  • On-Demand courses do not include an eBook.
  • See complete terms & conditions.
  • Regional pricing is available in APAC. Please contact our Education APAC Sales Team.
  • Contact Education Services Sales: AMER Sales | APAC Sales | EMEA Sales
  • Need Support? Please contact us
Course Modules
#ModuleDurationLabRequired
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How to use the Course and the Labs

To launch the course, click the module titles below. Please be patient as the content downloads to your system. As you complete each module, close the module window and launch the next module from this page. You will need to launch all required modules for the course to be considered complete.

If the course module includes a lab, you'll have access to the virtual lab environment. To enable access, go to the “Access Lab Environment” section and click Enable Lab Access. This will enable your lab account and display your lab-specific username and password. Follow the instructions in each module to use the labs as directed. First-time users should, Watch a Quick Lab Tutorial.

Important: For the best experience with this course we recommend that you use the latest version of Chrome, Edge, FireFox, or Safari. Older versions of Internet Explorer have been shown to have issues, therefore, we do not recommend using this browser.

If you have any technical problems with the course modules or the lab environment view the labs documentation or submit a support ticket.

5m
1
Course Introduction
This module provides an overview of the course.
1m
2
Introduction to Juniper Products
This module describes Juniper products, solutions, and services.
23m
3
Requirements of a Technical Support Engineer
This module lists the expected technical capabilities and behaviors of a technical support engineer.
21m
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.

Lab 1: Using the CloudShell Lab Environment Lab 2: Linus Administration Fundamentals
2h 54m
5
Networking 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.

Lab 3: Capturing and Analyzing Network Traffic
2h 2m
6
Linux Networking Fundamentals
This module describes Linux networking such as bridges, routing, security, DNS, and how to configure IP addresses.

Lab 4: Exploring Linux Networking Basics
3h 42m
7
JTSF Day 1 Activity
This activity reviews concepts from Module 2 - 6.
20m
8
Introduction to Junos OS Architecture
This module introduces Junos OS architecture, including the components in Juniper products.
27m
9
Introduction to Junos OS CLI
This module introduces Junos OS CLI, configuring basic system settings, interfaces, static routes, system logging, trace options, and packet captures.

Lab 5: Introduction to Junos OS CLI
3h 1m
10
Troubleshooting a Process
This module describes how to troubleshoot a process using process-based methodology and common troubleshooting steps.
43m
11
Basic Network Troubleshooting
This module describes how to troubleshoot a communication flow between two PCs connected by a switch, a router, and a firewall.

Lab 6: Basic Network Troubleshooting
2h 31m
12
Overview of JTAC
This module describes the JTAC support model, how to navigate Juniper Support Portal and other tools, and describes the RMA process.

Lab 7: Walk-Through of JTAC Support Portals
1h 15m
13
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
14
JTSF Day 2 Activity
This activity reviews concepts from Moudule 7 - 12.
20m
$2,000 USD