Full Job Description
Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one – your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.
SCOPE OF RESPONSIBILITIES
Provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be and asset. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.
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.
Communicate with Design and Supply Chain on problems / issues found in the field.
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
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 (KCS)
Train newly hired Technical Support Engineers.
Performs other duties as assigned
Perform a Customer Lead Engineer roll for specific customers
Resident Engineering functions on-site or remote
Travel to customer sites and Ciena locations globally
Must be available to work weekends and during North America business hours
EDUCATION AND EXPERIENCE
Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience
Basic knowledge of the operation of fiber optic transport and/or switching equipment.
Experience in a technical support role with an equipment vendor in the Telco industry.
Proven problem solving experience and expertise
Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities
Basic knowledge of OTN and related technology
CE-A (Carrier Ethernet-Associate) certification
OC-A (Optical Communications-Associate) certification
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
A working knowledge of transport and switching systems for telecommunications applications and Optical Networking
Experienced with various types of test equipment for optical and protocol testing.
Experience with system level trouble shooting on fiber optic telecommunications transport and switching equipment.
Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts are required.
Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in an IP network
Good abilities to build relationships build and strong Customer focus
Team player that is ready to contribute or lead elements of troubleshooting and problem resolution
Ability to deal with stressful situations with colleagues and customers
Must have the ability to communicate effectively in English language both verbal and written
Ciena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome. We attract the best and brightest– those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People.
Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose. We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the world. With Ciena’s highly innovative, forward-thinking business practices, we reward people for pushing the boundaries. Unlock your potential at Ciena!
Being You @ Ciena
As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual’s strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination. Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.
We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena’s interview process or seeking employment with us.