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Job

Associate, Global Technical Support - RSP

Logo of Ciena

Ciena

28d ago

💼 Graduate Job

Belfast +1

💻 Remote

AI generated summary

  • You must have technical expertise in transport and switching systems, proficiency in office software, and problem-solving skills. Strong communication, relationship building, and teamwork abilities are essential. A Bachelor's degree in a technical field and experience in a technical support role are preferred. Ability to handle stressful situations is a must.
  • You will provide global technical support for CIENA products, troubleshoot customer issues remotely, escalate complex problems to senior engineers, contribute to knowledge base and documentation, and travel to customer sites as needed.

Graduate Job

IT & CybersecurityBelfast, London

Description

  • Provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design. 

Requirements

  • The Must Haves:
  • 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, UNIX SUN/Oracle 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.
  • Education:
  • 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.
  • 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.

Education requirements

Bachelors

Area of Responsibilities

IT & Cybersecurity

Responsibilities

  • Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
  • Review with senior engineer’s 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.

Details

Work type

Full time

Work mode

remote

Location

Belfast, London