Job Information
Associate, GTS - Global Product Support Engineering
In-TAC Jay Ottawa, Canada 8 Days Ago
Overview
Job Category: Computer/IT
Job Type: Full-Time
Posted: 2019-07-09
Requirements
Job Status
Start Publishing: 2019-07-09
Stop Publishing: 2019-09-09
In-TAC Jay Ottawa, Canada
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Description

SPECIFIC RESPONSIBILITIES

  • Provide remote technical support (via telephone or on line) on identified 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 knowledgebase.

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 with an equipment vendor in the Telco industry.
  • Basic problem solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
Qualifications
  • 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
  • An understanding of transport and switching systems for telecommunications applications and Optical Networking
  •  Familiar with various types of test equipment for optical and protocol testing
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport 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 written
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