Global Technical Support Engineer - Specialist at null, in Chennai (Chennai Job)
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Job Description:Job Description Provide system and solution level post-sales support for CIENAs Customer base. This includes testing, troubleshooting, on site and telephone technical support for all CIENA products. A strong understanding of the fiber optic transport and/or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems is important asset. Experience with Element Management or Network Management systems is expected. SPECIFIC RESPONSIBILITIES Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends. Provide on-site support to Customers where required. Provide input to the Ciena PLC process as a GTS prime as required Assume responsibilities of a Customer Lead Engineer as required. Communicate with Design and manufacturing on problems / issues found in the field. Utilize debug tools as well as lab research to aid Customers technical problem. Recover information necessary to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback. Create, review, validate and publish required MOP/ISB/FSB documents. Contribute to knowledgebase. Mentor, train newly hired as well as advancing Technical Support Engineers. Performs other duties as assigned.