Global Technical Support
hace 2 meses
Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social, community, and societal impact.
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Scope of ResponsibilitiesÂ
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Provide system level pre & post-sales support for CIENAâs customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA Network Management products. An understanding of Element Management or Network Management systems is required. Basic understanding of data communications protocols including Ethernet and IP networks would be beneficial. An understanding of fiber optic transport and/or switching protocols is an asset. Experience with Linux and database systems would be beneficial. Â
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Specific ResponsibilitiesÂ
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Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigationÂ
Respond to customer inquiries and provide remote technical support for issues related to our network management products promptly and professionally via various communication channels (phone, email, chat). Â
Troubleshoot and resolve platform issues, performance issues, and configuration problems in a timely manner.â¯Â
Provide on-call duties 24x7 and/or work shifts, including public holidays and weekends when the business requires.Â
Recover information necessary to escalate reported issues to senior engineers. Â
Utilize debug tools as well as lab research to advance customersâ technical problems. Â
Provide Customer feedback to Internal teams as appropriateÂ
Contribute to the technical knowledgebase (KCS)Â
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Education and ExperienceÂ
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Bachelorâs 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 experienceÂ
Experience in a customer facing role would be an assetÂ
Foundational knowledge of network management systems, network protocols (e.g., SNMP), and performance monitoring tools.Â
Basic problem-solving experience with Operating Systems, databases and microservice knowledge would be an asset.Â
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Candidate ProfileÂ
Must have excellent communications skill with the ability to communicate in the English language both verbal and writtenÂ
Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.â¯Â
Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possibleÂ
Customer-oriented mindset with a strong commitment to providing exceptional customer service.â¯Â
Ability to work independently and prioritize tasks effectively in a fast-paced environmentÂ
Ability to analyze, troubleshoot and resolve problemsÂ
Motivated self-starter with excellent time management skills with a willingness and ability to learn new conceptsÂ
An understanding of transport and switching systems for telecommunications applications and Optical NetworkingÂ
Knowledge of computers, data communications, LINUX, Databases and IP network experience would be a benefit.Â
Ability to deal with stressful situationsÂ
#LI-SG
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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