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Job Description
- Provide troubleshooting and technical support via phone, web-based tools, and email
- Answer questions from customers, prospective customers, and field personnel about the features and capabilities of VIAVI’s VIA product suite.
- Developing customer-facing documentation for our website on an as-needed basis
- Conducting root cause analysis that will lead to effective problem solving
- Work closely with other groups including R&D and manufacturing to implement enhancements that improve product reliability and serviceability
- Take ownership of customer issues reported and see problems through to resolution withing the agreed SLA
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Prepare accurate and timely reports
Job Requirements
- Bachelor’s in Computer Engineering, Telecommunication Engineering or related area.
- 4 – 8 years experience in IT,Telecom and the computing industry at large.
- Very strong in telecom protocols (Must Have).
- Strong system administration knowledge of Linux Operating Systems .
- Very strong communication skills are a must-have.
- Experience in analyzing and troubleshooting complex technical problems is a must-have.
- Familiarity in containerization and orchestration using industry-standard tools.
- Familiarity with network administration.
- Familiarity with scripting languages such as BASH, Python, Perl.
- Familiarity with database technologies such as SQLite, Postgres. with ability to write simple SQL commands
- Proven ability to function in a self-directed environment
- Familiarity with telecom protocols .
- Familiarity with HP & DELL server management software like iLO & iDRAC is a plus
- Ability To Lead a small team of Engineers
