Our client is a leading provider in the telecommunications industry, specializing in optical networking and software services.
Here is a more detailed look: Optical Networking: They are known for its optical transport and switching solutions, which help in the transmission of large amounts of data over long distances.
Packet Networking: They provide packet networking solutions for efficient data transport in metro and edge networks.
Software and Analytics: The company offers software solutions, such as the Blue Planet platform, which provides network orchestration, automation, and analytics.
Professional Services: These services include consulting, design, implementation, and support to help clients optimize their network infrastructure.
Responsibilities: Technical Support: Provide Tier 2 and 3 technical support for Ciena's IP networking products, including routers, switches, and network management software.
Troubleshooting: Diagnose and resolve complex issues related to IP networking, including routing protocols (OSPF, BGP, MPLS), IP addressing, VPNs, and QoS.
Customer Interaction: Engage with customers to understand their technical challenges, provide timely solutions, and ensure customer satisfaction through effective communication and problem resolution.
Documentation: Maintain detailed and accurate records of support activities, including troubleshooting steps, resolutions, and customer interactions in the ticketing system.
Collaboration: Work closely with cross-functional teams, including engineering, product management, and sales, to escalate and resolve product issues, and to provide feedback on product performance and customer needs.
Training and Development: Stay current with the latest IP networking technologies and Ciena products through continuous learning and professional development.
Share knowledge with team members and contribute to training materials and sessions.
Process Improvement: Participate in continuous improvement initiatives to enhance support processes, tools, and customer experience.
Skills/Must have: Cisco IP Juniper IP Nokia IP Strong MPLS experience Benefits: 12% bonus Salary: $120,000 CAD base #J-18808-Ljbffr