Associate, Global Technical Support

4 weeks ago


Remote, United Kingdom Ciena Full time

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social, community, and societal impact.

Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.

Associate, Global Technical Support - RSP (Open)

Why Ciena? 

  • Weâre a company rooted in peopleâseeking to create a vibrant and inclusive environment, where everyone feels they can belong.  
  • Accelerate your career path by gaining hands-on experience and exposure to the latest technology. Our interns and graduates work on real projects in real time in world class labs. Be a part of tomorrowâs future â today. 
  • Mentoring. Networking. Leadership Opportunities. We recognize that the learning doesnât stop when you leave school - we champion a team environment for development and provide the tools to achieve success. 
  • We are big proponents ofâ¯life-work integration. Our people make a big difference at Ciena, but we want to shine light on their differences outside of working hours too. CienaCares supports non-profit causes important to employees by matching employee financial contributions and dedicating time for volunteering. 

The Opportunity:

Provide system level pre & post-sales support for CIENAâs Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. 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. 


 

How You Will Contribute:


Provide remote technical support (via telephone or online) on identified CIENA products 24x7

when required. On call duty includes evenings and weekends.

Review with senior engineerâs 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 Customerâs 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 MOP/ISB/FSB documents.
Contribute to knowledgebase (KCS)
Perform a Customer Lead Engineer roll for specific customers
Resident Engineering functions on-site or remote

Travel to customer sites and Ciena locations globally.

What Does Ciena Expect of You?

  • A sense of urgency â whatâs important to the customer is equally important to you.  You make getting things done a priority.
  • Integrity â you hold yourself to the highest level of personal and professional standards of conduct.
  • A commitment to innovation â you continually seek to learn, understand new technologies and ever-changing market conditions, and endeavour to apply that knowledge to Cienaâs advantage.
  • You embrace change â thriving in a diverse environment of ever-changing priorities and sometimes stressful situations.
  • The flexibility to work independently with minimal supervision as well as part of a broader team.

The Must Haves:

  • Proficiency with various âofficeâ 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
  • An understanding of transport and switching systems for telecommunications applications and Optical Networking 
  • Familiar with various types of test equipment for optical and protocol testing
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
  • Knowledge of computers, data communications, UNIX SUN/Oracle and IP network experience would be a benefit.
  • Experience with network management systems would be beneficial.
  • Strong background in relationship building and Customer focus.
  • Team player
  • Ability to deal with stressful situations.
  • Must have the ability to communicate in English language both verbal and written.

Education

  • Bachelorâs degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to three years related experience or equivalent combination of education and experience.
  • Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
  • Preferably has experience in a technical support role with an equipment vendor in the Telco. industry.
  • Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.

Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.

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.Ciena is an Equal Opportunity Employer, including disability and protected veteran status.If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

  • Remote, United Kingdom Ciena Full time

    Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and...


  • Remote, United Kingdom Ciena Full time

    Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social,...


  • Remote, United Kingdom AmerisourceBergen Full time

    - What you will be doing - Xcenda is a leading consulting company specializing in providing innovative services to help biopharmaceutical manufacturers maximize access for their products. Be a part of our long history of helping companies commercialize innovative medical treatments and technologies in complex and cost-constrained global markets. What you...

  • Associate Director

    5 days ago


    Remote, United Kingdom Ark Talent Group Full time

    Title: Associate Director - ICSR (Global Patient Safety Operations) Location: Remote Contract Length: 12 months IR35 Status: Outside (LTD) Our client is looking for an **Associate Director** to join the **Global PS Operations, Technology & Analytics group in Patient Safety, CMO.** The team is responsible for the management of assigned projects,...


  • Remote, United Kingdom Dentons Full time

    The Senior Designer will work closely with the Global Design Managers to implement our brand via our established templates as well as through custom solutions to maintain brand consistency and generate new ideas across both print and digital collateral materials by achieving visually creative and optimal solutions supporting our firm’s marketing needs...


  • Remote, United Kingdom Magna Housing Group Full time

    Our vision is creating great homes together. To help us achieve this we are looking for an Operations Support Associate to join our busy building safety and compliance team. You will part of a team that provides administrative support - processing cyclical compliance and building safety work to ensure that our customers experience is seamless, and that our...


  • Remote, United Kingdom Premier Foods Full time

    Remote Technical Support AnalystPermanentHomebased with travel to sites across the North (Yorkshire, Nottinghamshire & Manchester)Competitive Salary + Car Allowance + Fuel Card + other benefitsDue to internal promotion, we are looking for a Remote Technical Support Analyst to join us. This role involves providing technical support for approximately 500 end...


  • Remote, United Kingdom Premier Foods Full time

    Remote Technical Support AnalystPermanentHomebased with travel to sites across the North (Yorkshire, Nottinghamshire & Manchester)Competitive Salary + Car Allowance + Fuel Card + other benefitsDue to internal promotion, we are looking for a Remote Technical Support Analyst to join us. This role involves providing technical support for approximately 500 end...


  • Remote, United Kingdom Premier Foods Full time

    Remote Technical Support AnalystPermanentHomebased with travel to sites across the North (Yorkshire, Nottinghamshire & Manchester)Competitive Salary + Car Allowance + Fuel Card + other benefitsDue to internal promotion, we are looking for a Remote Technical Support Analyst to join us. This role involves providing technical support for approximately 500 end...

  • IT Support Officer

    7 days ago


    Remote, United Kingdom Prospectus Full time

    CISV International is a global organisation dedicated to educating and inspiring for peace through building inter-cultural friendship, cooperation and understanding. Founded in 1950, today they are a federation of nearly 70 National Associations with over 200 Chapters or local groups. We are looking for a well-organised IT Support professional with...

  • Workday Technical

    4 weeks ago


    Remote, United Kingdom CE Back Office Solutions Limited Full time

    Working as part of a global Workday HCM transformation programme as a technical lead, the role will be tasked with managing the full end to end delivery of the integration workstream. **The responsibilities are**: - Coordinate, shape and produce the overall integration design. - Own the technical delivery plan - Main point of contact for the workstream -...


  • Remote, United Kingdom Tribal Group Full time

    £23,500-£25,000 Remote, UK About Tribal Tribal is a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning...


  • Remote, United Kingdom UpCloud Full time

    **At UpCloud you’ll be literally building the cloud.** Sometimes technical support can be tough. All too often there can be an endless queue of tickets and cases to solve or targets to meet, without much time to really think about the customer, the problem, and the solution. Occasionally, the best you can do is escalate it quickly so you can move to the...


  • Remote, United Kingdom Odondo Ltd Full time

    **Please note that all Odondo roles are offered on a remote, self-employed basis, and you are required to have your own equipment.** Key Responsibilities: - Zendesk experience is a must - Financial experience or familiarity will be an advantage for this role although training is provided, please give details of previous experience on your CV - Handle calls...


  • Remote, United Kingdom Global Satcoms Full time

    The VSAT Field Service Representative ( Consultant Or Call-out Engineer) is responsible for providing onsite technical support to our projects via the installations, repair, and maintenance of terrestrial systems and satellite earth stations/VSAT/ESV terminals in both fixed and stabilized environments at our customer locations operating in Europe. Tasks -...

  • Training Consultant

    2 days ago


    Remote, United Kingdom Orion Technical Full time

    We have a fantastic opportunity for a Training Consultant to join a CRM implementation project with a Global Leader in the Engineering & Manufacturing space. This project will involve re-training 7000 users company wide, utilising a train the trainer approach, with 120 change agents involved in the project. As the Training Leader for the project, you will...

  • UI Technical Artist

    6 days ago


    Remote, United Kingdom Outsource UK Full time

    **UI Technical Artist** **Outsource currently have a great role for a UI Technical Artist to join a Global Gaming Company in London (working remotely) for an initial 2-month contract (highly likely to extend)** £500 Per Day rate. Location: Remote working. Working Inside IR35 **Role Overview**: **Requirements**: - Excellent up-to-date knowledge and...


  • Remote, United Kingdom Terumo Full time

    **Permanent** **Senior Regulatory Affairs Associate** **Remote Based** **_Terumo Aortic are looking for a Senior Regulatory Affairs Associate to join our team during an exciting time of growth and expansion for the business. This is a fantastic opportunity for someone to join our Regulatory Affairs team in a rewarding role with a company that offers...


  • Remote, United Kingdom Tribal Group Full time

    £60,000-£70,000 Remote, UK Tribal We are a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning...


  • Remote, United Kingdom Sodexo Full time

    We are currently seeking a Technical Solutions Manager, where you'll play a pivotal role in shaping the IT landscape for Sodexo's government operational facilities. What we are OfferingSalary around £60,000, depending on experience.Eligible for 10% performance-based bonus.Eligible for flexible benefits with £1300 management fund.Permanent fulltime...