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Associate, Global Technical Support - RSP

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Ciena

3mo ago

  • Job
    Full-time
    Entry Level
  • IT & Cybersecurity
  • 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.

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.

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.

FAQs

What kind of support will I be providing as an Associate, Global Technical Support?

As an Associate, Global Technical Support, you will provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products.

What kind of knowledge and experience is required for this position?

A good understanding of fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft Office suite of software, and data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial.

Will I be interacting with customers on-site?

Yes, this position may involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment, technical network issues, and design.

Ciena

Telecommunications
Industry
5001-10,000
Employees
1992
Founded Year

Mission & Purpose

Ciena (NYSE:CIEN) is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation. We prioritize deep, collaborative relationships within our teams, and alongside our customers, partners, and communities—local and global.

Benefits

  • Physical Wellbeing: The strong correlation between wellness and job performance means your health is of utmost importance to us. Our Global Wellbeing program provides you and your family direct access to resources and programs to improve your physical health.

  • Recognition Program: In addition to rewarding performance via our annual bonus, our reward program, 'bravo!' facilitates peer-to-peer and financial recognition for both teams and individuals.

  • Tuition Reimbursment: We will reimburse 100% of tuition, books, materials, and lab fees for a course or series of courses leading towards a degree or maintaining a degree related to your current position at Ciena or a position you are capable of attaining within the near future.