Senior Associate, Global Technical Support

1 month 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 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 societal impact.

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

.SCOPE OF RESPONSIBILITIES
Provide system level post-sales support for CIENA's Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be and asset. 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.

SPECIFIC RESPONSIBILITIES

• Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.

• Provide on-site support to Customers where required.

• Communicate with Design and Supply Chain on problems / issues found in the field.

• 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

• 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 roll for specific customers

• Resident Engineering functions on-site or remote

• Travel to customer sites and Ciena locations globally

EDUCATION AND EXPERIENCE
Global Customer Care GTS P-Level Descriptions June 2021

• Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience

• Basic knowledge of the operation of fiber optic transport and/or switching equipment.

• Experience in a technical support role with an equipment vendor in the Telco industry.

• Proven problem solving experience and expertise

• Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities

• Basic knowledge of OTN and related technology

• CE-A (Carrier Ethernet-Associate) certification

• OC-A (Optical Communications-Associate) certification

CANDIDATE PROFILE

• Proficiency with various 'office' 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

• 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 trouble shooting on fiber optic telecommunications transport and switching equipment.

• Basic 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 build and strong Customer focus

• Team player that is ready to contribute or lead elements of troubleshooting and problem resolution

• Ability to deal with stressful situations with colleagues and customers

• Must have the ability to communicate effectively in English language both verbal and written

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,...


  • Remote, United Kingdom Richmond Recruitment Agency Full time

    A global law firm with 1300+ people worldwide, including more than 280 partners. Our headquarters are in London, with 12 offices across Asia, Europe and the Middle East. We are currently seeking ambitious associates all level (Junior, Mid and Senior) to join our Corporate Tax team. The work that we do in the tax team is very varied and often complex. We...


  • Remote, United Kingdom Kintec Global Recruitment Full time

    £85k - £110k plus bonus pension holidays - Remote - Power Plant / CHP/ Power generation/ Wind GenerationExperience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.Survey a global portfolio of Energy and Power Industry assets and supporting with the placement of their insurance through...


  • REMOTE, United Kingdom Parexel Full time

    Parexel are currently recruiting for an Senior Clinical Research Associate, to cover UK sites.In this role, the Senior Clinical Research Associate is responsible for field monitoring and management of clinical sites. This position focuses on all activities required to evaluate, initiate, monitor and close clinical sites in compliance with the Code of Federal...


  • Remote, United Kingdom Intertek, SAI Global Standards & Legislation Full time

    As a Client Support Representative, you will be dealing primarily with client queries across a variety of products, services and channels within multiple territories, ensuring a high standard of customer care and support is provided. Adhering to set process and procedures to ensure consistent, excellent customer service. Meeting objectives to contribute...


  • Remote, United Kingdom Vermelo RPO Full time

    **Job Title**: Senior Technical Claims Handler 8.2 **Location**:UK- Remote Salary £35 - 40k plus great benefits **Overview**: - Senior Technical Claims Handler working within our Large Loss Team. - Pro-actively handle a portfolio of motor claims consisting of mainly high value bodily injury with a value upto £250,000. - Working within a team and being...


  • Remote, United Kingdom Pfizer Full time

    Why Patients Need You Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will...


  • Remote, United Kingdom UP3 Full time

    Location: Home based or London with occasional travel to customers **Description**: UP3 is a dedicated ServiceNow Managed Service provider and Elite Partner, founded in 2016 by highly experienced Service Management and ServiceNow sales and delivery professionals. We have a wealth of experience working both as customers of ServiceNow and as specialist...


  • South East, Remote, United Kingdom JAM Recruitment Ltd Full time

    Corporate Immigration Associate (Senior) - London / Remote / WFHRef No: AS/78074/GMJob Type: PermanentSalary: £Negotiable + Bonus + BenefitsStart Date: ASAPContact Name: Andy ShawContact Company: JAM RecruitmentThis global law firm is looking for a confident immigration professional, legally qualified, with strong technical and inter-personal skills. The...


  • Remote, United Kingdom Binance Full time

    Binance is the leading global blockchain ecosystem and cryptocurrency infrastructure provider whose suite of financial products includes the world’s largest digital-asset exchange. Our mission is to accelerate cryptocurrency adoption and increase the freedom of money. If you’re looking for a fast-paced, mission-driven organization where opportunities...

  • Senior Copywriter

    4 weeks ago


    Remote, United Kingdom IO Global Full time

    **Summary** Input Output Global (IOG) is at the leading edge of evidence-based research and transformative systems designed to change the world for everyone everywhere. We want to build brands and leave a legacy, while setting industry standards for greater adoption of innovative technologies. **Duties** - Owning briefs from start to completion: Take...

  • Senior Medical Writer

    4 weeks ago


    Remote, United Kingdom Albion Rye Associates Full time

    **Senior Medical Writer, Full FTC (Global Pharma)**: - Europe all locations 6 month initial term - potential longer term_ **Immediate interviews and onboarding** **Albion Rye Associates **are proud to be assigned as the exclusive recruitment partner to a global CRO operating on an FSP model working with a global pharmaceutical company to recruit multiple...


  • Remote, United Kingdom Ventrica Full time

    We are looking for an exceptional Technical Support Executive to join our contact centre on a permanent basis within the Zoopla team. The Member Support Executive is responsible for handling customer technical queries as well providing support for our Member Service and Sales Teams. The role is vital in ensuring that our customers, their brand and their...

  • Technical Specialist

    1 month ago


    Remote, United Kingdom MHS Full time

    FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile...


  • Remote, United Kingdom Dupen Ltd Full time

    ‘WFH’ - 100% remote role. Hugely successful International systems company has a great career role for a technically-minded, **French - speaking** customer support analyst. The position involves the remote **support **for a family of **2D and 3D imaging systems **used by their clients across Europe, together with a degree of **IT related support**. The...

  • Senior Associate

    4 days ago


    Remote, United Kingdom Cambridge Healthcare Research Full time

    At CHR, we partner with some of the world’s largest biopharmaceutical companies, supporting their commercial and strategic decision-making. We employ rigorous primary and secondary research to ensure we provide our clients with robust market analysis and actionable recommendations. We strive for quality in everything we do, through accountability, passion,...

  • Technical Writer

    1 month ago


    Remote, United Kingdom OnTarget Communications Full time

    **Technical Writer** - Excellent mother-tongue English - Attention to detail - Proven experience using MadCap Flare or any other relevant content authoring tool - Proven experience in topic-based writing methodology - Experience developing eLearning and instructor-led training content - Ability to work well as part of a global team both in person and...


  • London, Remote, United Kingdom Association of Change Management Professionals (ACMP Global) Full time

    The Association of Change Management (ACMP) is leading the way change works and excited about enhancing its events and education offerings. Formed in 2011, ACMP is a not-for-profit association dedicated to advancing the change management discipline. What formed in 2009 by a small group of visionary change leaders from around the world is now a global...


  • Remote, United Kingdom Masterclassing Full time

    **Marketing Research Associate** We are looking for a smart, detail-oriented self-starter with a love of spreadsheets and a penchant for marketing research to join our team. This role is home-based, full time or part-time and is ideal for someone, who wants to work from home, work while children are at school, and/or get back into the workforce. What will...

  • 3D Associate Creative

    4 weeks ago


    Remote, United Kingdom Spiro part of the GES collective Full time

    **This Is All About YOU.** You love bringing collaborative 3D creative designs and presentations to life, have a keen eye for detail, passionate about graphic design innovation, and looking for a place to grow and test your mettle as part of a truly collaborative global team of creatives and help us create inspiring experiences for our clients. You relish...