associate, global Technical Support for network management system platformCiena

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.
No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!
Your Role
As an Associate, Global Technical Support, you will provide system level pre & post-sales support for CIENA's Global Customer base. This includes testing, troubleshooting and remote technical support for CIENA products, primarily network management systems.
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.
Successful candidate may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours and work with internal customer facing teams to manage customer issues.
Successful candidate will be supporting Ciena's Network Management platform as primary product.
Your Responsibilities
Successful candidate will be supporting Ciena's Network Management platform as primary product. It is imperative that the successful candidate also needs to learn how the network management system works with the managed network elements like Optical systems, switches and routers.
Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required.
Manage technical support cases/tickets end to end.
Be able to accept on-call duties outside of normal business hours when required.
Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
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
Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
Contribute to publishing of Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents.
Contribute to knowledgebase (KCS)
Perform a Customer Lead Engineer role for specific customers, as assigned.
Perform Resident Engineering functions on-site or remote, as assigned.
Travel to customer sites and Ciena locations globally, as required.
Minimum Qualifications
Bachelor's degree in technical field (e.g. Electronics and Communications Eng'g, Computer Science, Computer Eng'g, Information Technology) from a college or university.
Zero to three years related experience in the field of telecommunications or IT
In-depth Knowledge of Linux Red Hat operating system preferably with experience in installation or maintenance of Linux based servers or network management system.
Good understanding of Dockers, Containers, APIs and SQL
Preferred Qualification
Experience in a technical support role with an equipment vendor in the Telco industry.
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
Knowledge of Red Hat Linux is a must.
Knowledge and/or experience in server logs analysis is an advantage.
Knowledge of Phyton scripting and SQL database is an advantage
Experience with network management systems is an advantage
Knowledge in packet networking and IP routing protocols is an advantage (i.e. IPV4, IPV6, OSPF, etc.)
Experience in fiber optic telecommunications transport and switching equipment is an advantage
Customer focused
Team player
Ability to deal with stressful situations
Must have the ability to communicate in English language both verbal and written
Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel
Independent and can work outside of office location.
#LI-SM #LI-Hybrid
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
Ciena

Makati City, Metro Manila
Permanent
Full-time