Ciena
Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.
Converged Packet-Optical • Packet Networking and Carrier Ethernet • Optical Transport • Software and Services • Data Center Interconnect
Senior Global Technical Support - Converged Packet Optical Platform
March 20
Ciena
Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.
Converged Packet-Optical • Packet Networking and Carrier Ethernet • Optical Transport • Software and Services • Data Center Interconnect
📋 Description
• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required. • Manage technical support cases/tickets end to end. • Attend maintenance windows when needed. • Be able to accept on-call duties outside of normal business hours including weekend and public holiday shifts when required. • Provide on-site support to Customers where required. • Communicate with Design and Supply Chain on problems/issues found in the field. • Utilize debug tools and lab research to aid Customer’s technical problems. • Recover information necessary to escalate the incident/issue to senior engineers. • 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. • Help train newly hired Technical Support Engineers. • Work in a collateral environment, which promotes the sharing of knowledge and experiences.
🎯 Requirements
• Minimum 3 to 5 years of related experience in the field of telecommunications preferably in a technical support role. • Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc. • Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management. • Knowledge of OTN and related technology. • Must have the ability to communicate effectively in English both verbally and written. • Carrier Ethernet and networking knowledge and experience include but are not limited to the following protocols: OSPF, MPLS, BGP, ASBR, etc. • Knowledge and experience in operation of optical transport systems. • Proven track record in the field of technical support and customer service.
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