Senior Global Technical Support for Network Management System

Educational Background:

• Bachelor's degree in technical field (e.g. Electronics and Communications Eng'g, Computer Science, Computer Eng'g, Information Technology) from a college or university.

Work experience required:

• Minimum 3 to 5 years related experience in the field of telecommunications or IT
• In-depth Knowledge of Linux Red Hat operating system preferably with experience in installation or maintenance of Linux based servers or network management system.
• Good understanding of Dockers, Containers, APIs and SQL
• With experience in EDFA = "Ebram Amplifier", RAMAN=AMRAN, OTDR = Optical Time Division Multiplexer"

Technical / Functional Skills:

• Experience in technical support role with an equipment vendor in the Telco industry.
• Ability to analyze, troubleshoot and resolve problems
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• Knowledge of Red Hat Linux is a must.
• Knowledge and/or experience in server logs analysis is an advantage.
• Knowledge of Phyton scripting and SQL database is an advantage
• Experience with network management systems is an advantage
• Knowledge in packet networking and IP routing protocols is an advantage (i.e. IPV4, IPV6, OSPF, etc.)
• Experience in fiber optic telecommunications transport and switching equipment is an advantage
• Excellent Customer service skills are required and can work with customers on both technical and management levels.
• Team player who is ready to contribute or lead troubleshooting activities

• Ability to deal with stressful situations with colleagues and customers

• Must have the ability to communicate in English language both verbal and written

• Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel
• Independent and can work outside of office location

Roles and Responsibilities:

Your Role

• As Senior Associate, Global Technical Support for Network Management System Platform, you will provide system level pre & post-sales support for Company's Global Customer base. This includes testing, troubleshooting and remote technical support for company products, primarily network management systems.

• 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.

• Successful candidates may need to attend to customer maintenance windows related to ongoing issues and provide support outside of normal business hours and work with internal customer facing teams to manage customer issues.

• Successful candidate will be supporting Company's Network Management platform as primary product.

Your Responsibilities

• Successful candidate will be supporting Company's Network Management platform as primary product. It is imperative that the successful candidate also needs to learn how the network management system works with the managed network elements like Optical systems, switches and routers.
• Provide remote technical support (via telephone or online) on identified Company's products 24x7 when required.
• Manage technical support cases/tickets end to end.
• Be able to accept on-call duties outside of normal business hours when required.
• 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)
• Perform a Customer Lead Engineer role for specific customers, as assigned.
• Perform Resident Engineering functions on-site or remote, as assigned.
• Travel to customer sites and Company locations globally, as required.