Senior Associate, Global Technical Support - Optical
Ciena
- Belfast
- Permanent
- Full-time
Provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be and asset. 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.SPECIFIC RESPONSIBILITIES
- Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
- Provide on-site support to Customers where 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)
- Train newly hired Technical Support Engineers.
- Performs other duties as assigned
- Perform a Customer Lead Engineer roll for specific customers
- Resident Engineering functions on-site or remote
- Travel to customer sites and Ciena locations globally
Global Customer Care GTS P-Level Descriptions June 2021
- Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience
- Basic knowledge of the operation of fiber optic transport and/or switching equipment.
- Experience in a technical support role with an equipment vendor in the Telco industry.
- Proven problem solving experience and expertise
- Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities
- Basic knowledge of OTN and related technology
- CE-A (Carrier Ethernet-Associate) certification
- OC-A (Optical Communications-Associate) certification
- 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
- A working knowledge of transport and switching systems for telecommunications applications and Optical Networking
- Experienced with various types of test equipment for optical and protocol testing.
- Experience with system level trouble shooting on fiber optic telecommunications transport and switching equipment.
- Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts are required.
- Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in an IP network
- Good abilities to build relationships build and strong Customer focus
- Team player that is ready to contribute or lead elements of troubleshooting and problem resolution
- Ability to deal with stressful situations with colleagues and customers
- Must have the ability to communicate effectively in English language both verbal and written