associate, global Technical SupportCiena

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.
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 Routing and Switching Platform (RSP) as primary product.
Your Responsibilities
Successful candidate will be supporting Ciena's Ethernet/IP Routing and switching Platform as primary product.
As Ciena supplies solutions, it is imperative that the successful candidate also needs to learn other products like Optical and network management system to support the solutions.
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 Data Center environment.
In-depth knowledge of Ethernet and IP networking protocols and terminologies used in data communications like OSPF, BGP, ARP, MPLS, MEP, MIP, IPV4, IPV6, LAG, LACP, to name a few
Good understanding of Ethernet/IP network design.
Preferred Qualification
Experience in installation and commissioning of Ethernet switches and routers.
Experience in testing switches and routers using industry standard test sets
Experience in a technical support role with an equipment vendor in the Telco industry.
Experience in fiber optic telecommunications transport is an advantage
Knowledge is RH Linux operating system, Dockers and Containers is an advantage
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
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
About Ciena
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.
Ciena

Makati City, Metro Manila
Permanent
Full-time