Optical Support Engineer

Ciena Australia Pty; Belfast; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading telecommunications company in Belfast is seeking an Optical Support Engineer to provide pre and post-sales support for customers. Responsibilities include troubleshooting network issues and providing remote technical support for optical products. Candidates should have a Bachelor's degree in a technical field and possess strong customer service skills. The position may require occasional after-hours work and offers a hybrid work model after an initial training period.

Qualifications

• Zero to three years of related experience.
• Experience in a customer-facing role is an asset.
• Foundational knowledge of fiber optic transport and switching equipment.

Responsibilities

• Provide system level pre & post-sales support for CIENA’s customers.
• Troubleshoot and resolve network faults and performance issues.
• Document and capture adequate information for technical investigations.

Skills

Customer service mindset

Troubleshooting skills

Communication skills

Education

Bachelor's degree in Engineering or Computer Science

Tools

Linux

Network Management Systems

Job description

They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement.* This is a secondary processing purpose.* This is a secondary processing purpose.* This is a primary processing purpose.* This is a secondary processing purpose.Optical Support Engineer page is loaded## Optical Support Engineerlocations: Belfasttime type: Full timeposted on: Publié aujourd'huijob requisition id: R029289As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.**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.****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.****Scope of Responsibilities**Provide system level pre & post-sales support for CIENA’s Customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA optical products. An understanding of fiber optic transport and/or switching protocols is essential. Experience with Element Management or Network Management systems would be an asset. Basic understanding of data communications protocols including Ethernet and IP networks is beneficial. **Specific Responsibilities*** Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation.* Respond to customer inquiries and provide remote technical support for issues related to our optical products promptly and professionally via various communication channels (phone, email, chat).* Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.* Provide occasional after-hours work to support customer business requirements.* Periodic weekend working required.* Recover information necessary to escalate reported issues to senior engineers.* Utilize debug tools as well as lab research to advance customers’ technical problems.* Provide Customer feedback to Internal teams as appropriate.* Contribute to the technical knowledgebase (KCS)**Education and Experience*** Bachelor’s 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* Experience in a customer facing role would be an asset.* Foundational knowledge of the operation of fiber optic transport and/or switching equipment.* Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities would be an asset.**Candidate Profile*** Must have excellent communications skill with the ability to communicate in the **English** language both verbal and written.* Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.* Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible.* Customer-oriented mindset with a strong commitment to providing exceptional customer service.* Ability to work independently and prioritize tasks effectively in a fast-paced environment.* Ability to analyze, troubleshoot and resolve problems.* Motivated self-starter with excellent time management skills with a willingness and ability to learn new concepts.* An understanding of transport and switching systems for telecommunications applications and Optical Networking* System level trouble shooting on fiber optic telecommunications transport and switching equipment.* Knowledge of computers, data communications, LINUX, Databases, and IP network experience would be a benefit.* Experience with network management systems would be beneficial.* Ability to deal with stressful situations.#LI-SG1Join our 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.