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Packet Product Support Engineer

1.00 to 5.00 Years   Gurugram   10 Oct, 2019
Ciena India
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Hardware / Networking
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

SCOPE OF RESPONSIBILITIES

  • 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 MPLS-TP, IP, ETHERNET, TDM and various L2/L3 technologies and products.
  • Bachelor s degree in Electronics Engineering, Computer Science or related field/discipline and 1-5 years experience in technical support - preferably an equipment vendor in the Telco equipment industry.
SKILLS
  • In-depth understanding of MPLS-TP, IP, ETHERNET and the various packet networking protocols
  • 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.
  • Provide remote technical support (via telephone or on line) on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
  • Contribute to publishing bulletins and various customer facing documents
  • Contribute to the Technical Support knowledgebase
  • Provide technical on-call duty on evenings and weekends
  • Must have the ability to communicate in English language both verbal and written
  • Knowledge of computers, data communications and UNIX SUN/Oracle network experience would be a benefit.
  • Experience with network management systems is an asset
DESIRED CHARACTERISTICS
  • Excellent customers service interaction skills especially in stressful situations.
  • Excellent organizational, interpersonal skills and problem-solving skills.
  • Team player. Must be able to work well in a collaborative team environment that promotes sharing of knowledge and experiences.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal to no supervision
  • Must be punctual and able to accept continuous unusual work hours. Typically, there will be very short notice for customer maintenance activities.
  • Able to prioritize and promptly respond to customer issues/requests.
  • Completes assigned tasks, meeting schedules and deadlines
EDUCATION AND EXPERIENCE
  • Bachelor s degree in technical field (e.g. Engineering, Computer Science)
  • 2 to 5 years experience in a technical support role with an equipment vendor in the Telco industry
Rewarding experience. Meaningful outcomes.Making a difference in peoples lives through design and implementation of leading network technologies. Thats what motivates us.A distinct way to workFree thinking, free discussion, and collaboration are the norm. Expect more satisfying outcomes - both personal and professional.Ciena values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender or age.Ciena is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific needs / accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to any specific needs / accommodation measures will be addressed confidentially.What you can expect from us
  • You will receive notification of your successful application
  • Successful applicants will be contacted by Talent Acquisition for an initial discussion
  • If suitable you will be considered for the short list and our formal interview process
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Keyskills :
linux networking troubleshooting testequipment problemsolving timemanagement protocoltesting technicalsupport managementskills talentacquisition networkmanagement managementsystems ostsalessupport

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