Associate, GTS - Global Technical Support

Job Description

• Automate data collection and issue resolution
• Provide remote technical support on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
• Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
• Utilize debug tools as well as lab research to aid Customer s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
• Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
• Contribute to publishing of MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Perform a Customer Lead Engineer roll for specific customers
• Resident Engineering functions on-site or remote
• Travel to customer sites and Ciena locations globally

EDUCATION AND EXPERIENCE

• Bachelor s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to three years related experience or equivalent combination of education and experience
• Experience automating tasks using scripting languages such as JavaScript and Python
• Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
• Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
• Basic problem solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.

CANDIDATE PROFILE

• Proficiency with various office software applications including Microsoft Outlook, Microsoft Word, and Excel
• Ability to analyze, trouble-shoot and resolve problems
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• An understanding of transport and switching systems for telecommunications applications and Optical Networking
• Familiar with various types of test equipment for optical and protocol testing
• System level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
• Knowledge of computers, data communications, Linux and IP network experience would be a benefit.
• Experience with network management systems would be beneficial
• Strong background in relationship building and Customer focus
• Team player
• Ability to deal with stressful situations
• Must have the ability to communicate in English language both verbal and written

,

• Automate data collection and issue resolution
• Provide remote technical support on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
• Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
• Utilize debug tools as well as lab research to aid Customer s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
• Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
• Contribute to publishing of MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Perform a Customer Lead Engineer roll for specific customers
• Resident Engineering functions on-site or remote
• Travel to customer sites and Ciena locations globally

EDUCATION AND EXPERIENCE

• Bachelor s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to three years related experience or equivalent combination of education and experience
• Experience automating tasks using scripting languages such as JavaScript and Python
• Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
• Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
• Basic problem solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.

CANDIDATE PROFILE

• Proficiency with various office software applications including Microsoft Outlook, Microsoft Word, and Excel
• Ability to analyze, trouble-shoot and resolve problems
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• An understanding of transport and switching systems for telecommunications applications and Optical Networking
• Familiar with various types of test equipment for optical and protocol testing
• System level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
• Knowledge of computers, data communications, Linux and IP network experience would be a benefit.
• Experience with network management systems would be beneficial
• Strong background in relationship building and Customer focus
• Team player
• Ability to deal with stressful situations
• Must have the ability to communicate in English language both verbal and written

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Keyskills :
supply chainmicrosoft wordtest equipmentdata collectionproblem solvingtime managementnetwork planningissue resolutioncarrier ethernettechnical support