Responsibilities
• Provide system level pre and post-sales support for your assigned customer/s. This includes remote or on-site testing, troubleshooting and technical support.
• Be the Customer Lead Engr (CLE) for assigned account.
• 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.
• Attend maintenance windows when needed.
• Be able to accept on-call duties outside of normal business hours when required. This includes being on weekend shift when the business requires.
• Provide on-site support to customers where and when required.
• Communicate with Design and Supply Chain on problems / issues found in the field.
• 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
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Help train newly hired Technical Support Engineers.
• Interface between customer and other technical support teams
• Work with internal stake holders to manage customer issues.
Requirements
• Bachelor’s degree in relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university
• Minimum 3 to 5 years related experience in the field of telecommunications preferably in technical support role.
• Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Layer 1 and Layer 0 technologies, protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
• Knowledge and experience in operation of optical transport systems.
• Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management
• Knowledge of OTN and related technology
• Packet and IP networking knowledge and experience including but not limited Layer 2 and Layer 3 switching and routing. Prove knowledge of networking protocols including but not limited to OSPF, MPLS, BGP, ASBR, etc.
• Proven track record in the field of technical support and customer service.
Licence No: 12C6060
