Associate , Packet Product Support Engineer @ Ciena India

Job Description

SCOPE OF RESPONSIBILITIES

Provide system level pre & post-sales support for CIENA s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of Packet technologies like IP/MPLS, IP and Ethernet is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. 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.

SKILLS

• We re looking for highly motivated and talented engineer that has a solid background in post-sales support in the packet networking arena.

• Responsibilities include diagnosing, troubleshooting, and debugging complex packet equipment and networking issues.

• The job requires in-depth understanding of dynamic IP/MPLS, L3-VPN, MPLS-TP, IP, ETHERNET, TDM and various L2/L3 technologies and products.

• Ability to lead in analyzing, trouble-shooting and resolving critical and complex problems

• Hands on skills with various types of test equipment for packet protocol testing and experience of internal or external customer trainings

• Requires fast and accurate judgment and analysis of complex situations and strong decision-making skills

• 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.

• Knowledge of python scripting, NFV, Docker containerization and UNIX/Linux would be a benefit.

SPECIFIC 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 engineers 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 knowledge base (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

EDUCATION AND EXPERIENCE

• 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 on packet products with an equipment vendor in the Telco industry.

CANDIDATE PROFILE

• 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

• Familiar with various types of test equipment for packet protocol testing

• System level trouble shooting on packet products.

• Good foundation knowledge of IP/MPLS, IP and Carrier Ethernet protocols, and a general understanding of other NFV 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 writen

Job Classification

Industry: Telcom, ISP
Functional Area: IT Software - Application Programming, Maintenance,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required

Contact Details:

Company: Ciena India
Location(s): Noida, Gurugram

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Keyskills:   Unix Networking Linux Project management Ethernet Network planning Troubleshooting Oracle Technical support MPLS