A highly skilled technical support engineer to provide remote and on-site post sales technical support to customers in India and APAC region. Key focus on Metro Ethernet Technology, High Speed Fiber Optic Network technology and Optical Transport Technology. The role requires the engineer to be able to work independently to analyse, troubleshoot and to resolve product/system technical issues during, and if required, outside of office hours.
Provide remote and on-site technical support to customers
Provide support for standard 8×5 and 24×7 support contracts
Be the first response for any customer calls and critical cases
Manage MSD trouble ticketing system for customers, take full ownership of tickets
Function as level 1 support for all Instrument products customers
Ability to function independently in the investigation, analysis and resolution of technical issues, during office hours and out of office hours
Ability to work with extended teams in the organization and externally with customers
Performance metrics against team KPIs and TL9000 standards
Pre-requisites & Experience
Strong analytical skills in troubleshooting product and application issues
Strong knowledge and work experience in one or more of the following technologies: Metro Ethernet, Optical Transport, High-Speed Fiber Optic Networks and RF/Radio communications
Production automation coding knowledge a plus
IT Networking and knowledge in Cloud solution, Virtualization, Kubernetes K8s, Docker is a plus
Telecoms networking knowledge -IP, OTN, SDH technologies, LAN/SAN network architectures, 40G, 100G high speed ethernet networks a plus
Strong communication skills with internal and external customers. Including reporting and presentations
Good command of spoken and written English language.
Strong team player.
University degree in Telecoms engineering, Electronic Engineering, IT Engineering, or computer science, or Computer/Telecoms engineering.
5 to 10 years working experience in relevant industries.
Computer programming certification
Cloud solution, Virtualization, Kubernetes K8s, Docker
Automation coding, Labview, C#. Teststand.
Software development for telecoms and network applications
Network operations center work experience
Good work experience and track record
Fast learner and team player
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