Global Technical Support Engineer

Location UK / Belfast

Job Type Permanent full-time

Salary Not disclosed

Updated 4 days ago

Reference 1431371

 Job Description

Excellent opportunity for a Global Technical Support Engineer based in Belfast


Global Technical Support Engineer

Job Location: UK- Belfast- 87 Park House

Job Description

The Opportunity / What we’re looking for:

We believe in the power of people. We are a network strategy and technology company that is motivated by making a difference in people’s lives – their productivity, their creativity, their health and comfort. That’s why our engineers design, implement and support technologies that allow people to do great things.

The Role / What you will do at Ciena:

You will provide system level post-sales support for CIENA’s Optical Transport solution customer base. This includes testing, troubleshooting and remote technical support for CIENA Optical Transport products. An understanding of the fiber optic transport and/or switching protocols would be an asset. Basic expertise in data communications protocols including Ethernet and IP networks would also be of benefit. This position is ideal for a technically minded, motivated individual from a relevant degree, who is looking to progress a career as an Engineer in an exciting telecoms environment.

Specific job responsibilities include (but are not limited to) the following:

  • The successful candidate will be part of a global team of product experts providing support to Ciena’s global customer installed base.
  • Provide remote technical support (via telephone or on line) on identified CIENA products 24×7 when required.
  • Provide on-call emergency assistance for critical problems, as well as supporting new deployment activities.
  • Perform root cause analysis for service impacting issues, working closely with the account managers and design teams.
  • Trend systemic product issues and drive service and operational concerns into future design enhancements.
  • Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training based on customer issues resolved in field.

In some cases, provide 24/7 after-hours on-call support for emergency issues on a rotational basis.

Required Skills:

  • Knowledge of the operation of fiber optic transport and/or switching equipment would be a good asset.
  • Ability to analyse, trouble-shoot and resolve problems.
  • Strong communication skills, including verbal and written.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
  • Team Player.

Required Experience:

  • Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university.
  • Customer service experience would be an asset.

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