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Global Technical Support Engineer (#1,487,123,466) 

Job offer #1,487,123,466 in Belfast , United Kingdom

Belfast Ciena may well be the most important technology company you?ve never heard of. The innovations that wow us (driverless cars), and those we now take for granted (the ability to mobile-stream your favorite show) are the products of ingenuity from some brilliant and forward-thinking companies. But those companies rely on Ciena, another vanguard of innovation, to create and advance the underlying networks that bring their breakthroughs to our doorsteps. VR, AI, IOT, 5G ? literally none of it would be possible without the mind-boggling technology that makes the internet itself work. For more than 25 years, Ciena has been the global leader in networking strategy, and our technology has been part of the critical infrastructure running within the most advanced companies in the world.
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 24x7 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 with a minimum of two years related experience or equivalent combination of education and experience.
Customer service experience would be an asset.
Rewarding experience. Meaningful outcomes.
Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us.
A distinct way to work
Free 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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