Our client a global leader in high-speed connectivity with offices in Belfast are looking for an experienced Optical Support Engineer to join their team.
You will be:
Providing system-level pre- and post-sales support for customers. This includes answering incoming customer calls, performing testing, troubleshooting, and delivering remote technical support for optical networking products.
An understanding of fiber-optic transport and/or switching protocols is essential. Experience with Element Management or Network Management systems is an asset. A basic understanding of data communications protocols, including Ethernet and IP networking, is beneficial.
Specific Responsibilities
Answer incoming calls from global customers and document, validate, and capture information required for technical investigation.
Respond promptly and professionally to customer inquiries via phone, email, or chat, providing remote support for optical products.
Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.
Provide occasional after-hours and periodic weekend support as required by customer needs.
Gather information needed to escalate issues to senior engineering teams.
Utilize debug tools and lab resources to advance customer problem resolution.
Provide customer feedback to internal teams as appropriate.
Contribute to the technical knowledge base (KCS).
Candidate Profile
Strong interpersonal skills, with the ability to explain technical concepts to technical and non-technical audiences.
Availability for onsite, in-person training and mentoring for approximately the first 6 months, followed by a hybrid work model.
Customer-focused mindset with a commitment to exceptional service.
Ability to work independently, manage priorities, and operate effectively in a fast-paced environment.
Strong analytical and troubleshooting abilities.
Motivated self-starter with strong time-management skills and enthusiasm for learning new concepts.
Understanding of telecommunication transport and switching systems and optical networking.
Experience troubleshooting fiber-optic transport and switching equipment.
Ability to handle stressful situations with professionalism.
Education and Experience
Bachelor’s degree in Engineering, Computer Science, or a related technical field (or equivalent combination of education and experience).
Experience in a customer-facing role is an asset.
Foundational knowledge of fiber-optic transport and/or switching equipment.
Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet, or related fiber-optic facilities is an asset
You will receive
Fantastic training and mentoring
Career with a leading global company whose client base is with some of the worlds top known companies
Excellent salary package, benefits and bonus
The opportunity to join a team that will help and support you along the way