Technical Support Engineer

Job Overview:

Ribbon delivers communications software and network solutions to global service providers, enterprises, and critical infrastructure sectors. We are looking for a Technical Support Engineer to join our professional services delivery group. This position provides pre-sales and post-sales technical support for Ribbon’s technology products. The day-to-day tasks include providing technical assistance for each customer service request from opening to closing and supporting project deployment activities.

Duties and Responsibilities:

• Receives calls from customers and performs remote or on-site troubleshooting.
• Provides accurate, timely, and high-quality solutions to cases raised by customers in accordance with the SLA
• Performs network management software installations and upgrades.
• Perform onsite activities such as Site and Network commissioning, System Acceptance Tests, Network expansion, Installation, Upgrades, Site Survey, NOC operation, OJT
• Interface with 3rd Tier Technical Support, Engineering, Product Management, and other departments to address customer’s issues in the most effective manner
• Performs system testing and participates in the proof of concept (POC) activities.
• Conducts hands-on/practical training for Ribbon customers.
• Prepares technical reports and procedures.
• Keeps the customer's information updated, manages reported problems, and records each case, action, recommendation, and resolution in the CRM system.

Job Qualifications & Key Skills:

• A degree in Electronics and Communications Engineering, or equivalent
• Solid knowledge in the installation, testing, commissioning, and troubleshooting of transmission network - DWDM/ROADM/Optical Transport Network and/or IP networks - ETH L1/L2, MPLS-TP, IP-MPLS, VPN, multi-service network, routing, and switching,g etc.
• Experienced in handling transmission/IP equipment, DWDM/ROADM, OTN technology, Packet Switch, and Management Systems including Servers.
• Able to conduct and analyze network tests i.e. BERT, RFC2544, OTDR, OSA, and travel up to 20% of the time to Customer site and Ribbon premises
• Experience in customer support, including all phases of post-sales engineering
• Good in written and oral communication
• Problem-solving skills, self-organization, effective time management, service, and customer-oriented attitudes are required.
• Highly motivated and eager to learn new technologies and deepen understanding of customer networks.

Please Note:

'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.'