System Level Technical Support Professional

5 days ago

Manila, National Capital Region, Philippines beBeeTechnical Full time
Job Overview

As a Global Technical Support Specialist, you will provide system level pre & post-sales support for customers.

This includes testing, troubleshooting and remote technical support for products.

Additionally, you may be involved in on-site interaction with customers concerning all aspects of network planning, deployment and technical network issues and design.

  • Manage technical support cases/tickets end to end.
  • Accept on-call duties outside of normal business hours when required.
  • Review 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 Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents.
  • Contribute to knowledgebase (KCS)
Required Skills and Qualifications

A Bachelor's degree in a technical field such as Electronics and Communications Engineering is required.

Zero to three years related experience in the field of telecommunications is also required.

Foundation knowledge of fiber optic transport systems including DWDM and protection schemes is essential.

  • Basic problem-solving experience with OTN/SONET/SDH/DWDM equipment, Carrier Ethernet equipment or associated fiber optic facilities is required.
  • Knowledge of Linux operating system is an advantage.
Benefits

Ciena offers a people-first approach, prioritizing a flexible work environment that empowers individual growth, well-being, and belonging.

Our teams enjoy a culture focused on prioritizing employee satisfaction.

As a Global Technical Support Specialist, you will have the opportunity to work with a global team and contribute to the success of the company.

Other Requirements

Ability to communicate effectively in English both verbally and written is essential.

Independent and able to work outside of office location.

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