Optical and IP Customer Support Engineer

  • location: Richmond, VA
  • type: Contract
  • salary: $43 - $53 per hour
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job description

Optical and IP Customer Support Engineer

job summary:
We are looking for Optical and IP Customer Support Engineer and the following responsibilities include:

-- Provide second/third level technical support for Optical and Data/IP technologies to customers, partners, account teams, and other TAC engineers

-- Apply analytical skills and technical knowledge to solve product and network problems of moderate to high complexity

-- Act as a technical expert and provide support on a world-wide basis

-- Work on problems of diverse scope where analysis requires evaluation of identifiable factors

-- Provide technology/product/troubleshooting training and intellectual property material as required

-- Act as focal point for large account network problem resolution

-- Effectively utilize moderate to complex lab setups to recreate and solve problems

-- Submit complete and correct defect reports in area of expertise

-- Interact across TAC teams and development teams at peer level

-- Receive minimal supervision, no instruction on routine work, and general instruction on new assignments

-- Report to Manager, Technical Support

-- Typically interface with lower level CSE's, VARs, OEMs, Service Providers, end-users & internal engineering departments

location: Richmond, Virginia
job type: Contract
salary: $43 - 53 per hour
work hours: 8am to 5pm
education: Bachelors
-- 3+ years with one or more Optical skills (SONET, DWDM, OC, SDH, ML, MSTP, etc)

-- 4+ years working knowledge of Networking industry, products and protocols

-- Strong analytical and troubleshooting skills


-- BS in CS or EE or equivalent, or 4-7 years experience related to the position

- Ability to communicate effectively both verbally and in writing

-- Ability to determine problems and deliver known solutions

-- Ability to determine root cause and resolution for previously unknown problems

-- Ability to work effectively with and provide guidance to other members of the workgroup

-- Experience with handling critical customer issues/problems

-- Working with cross-functional teams

-- Presentation skills

-- Previous Customer Support experience


-- Database experience (Oracle, SQL, Sybase)

-- Unix experience

-- CCOS certification (either SONET or SDH)

-- CCNA, CCNP or higher networking certification

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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