Specialist - Global Technical Support Job in Gurugram at Ciena Corporation

Ciena Corporation is hiring for the role of Specialist - Global Technical Support!

Responsibilities of the Candidate:

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required.
• Provide on-site support to Customers where required.
• Communicate with Design and Sales engineering on problems/issues found in the field.
• Utilize debug tools as well as lab research to aid Customer’s technical problems.
• 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 role for specific customers.
• Travel to customer sites and Ciena locations globally.

Requirements:

• Bachelor’s degree in a technical field (e.g. Engineering, Computer Science) from a four-year college or university.
• Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel.
• Ability to analyze, troubleshoot, 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 troubleshooting on fiber optic telecommunications transport and switching equipment.
• Good 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 and strong Customer focus.
• Team player who is ready to contribute or lead elements of troubleshooting and problem resolution.
• Ability to deal with stressful situations with colleagues and customers.
• Experience in a technical support role with an equipment vendor in the Telco industry.
• Must have the ability to communicate effectively in English language both verbal and written.