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Senior NMS CSE Strategic Account Job
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| Employer Name: |
SpiderID: 2349289 |
| Location: San Jose, California |
Date Posted: 7/7/2008 |
| Wage: TBD |
Category: Customer Service/Technical Support |
| Job Code: |
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Job Description:
DESCRIPTION:
Provide system level post-sales support for COMPANY’s Data Networking customers. This includes testing, troubleshooting, on site and telephone technical support for the Data Networking products. Must possess a general understanding of ATM/Frame relay/MPLS. Knowledge and experience with computers and data communications protocols including UNIX/Sun/oracle-SQL and IP-MPLS a plus. Three years experience with the operation of ATM/Frame Multiservice platforms - preferably have experience working in technical support with a Telco equipment vendor.
EDUCATION/EXPERIENCE:
• Associate degree or military equivalent, BS/BA in relative degree of study preferred
• Five years experience with the operation of fiber optic transport and/or switching equipment.
• Preferably has experience in technical support with an equipment vendor in the Telco equipment industry.
• Problem solving experience with SONET/SDH ring transmission equipment and associated fiber optic facilities
RESPONSIBILITIES:
• Perform system level test & turn up of all current and future COMPANY products.
• Provide on site and telephone technical support on all COMPANY products 7 x 24 when required. On call duty on evenings and weekends.
• Communicate with engineering and manufacturing on problems found in the field.
• Utilize debug tools as well as lab research to either resolve the Customer’s technical problem or gather the information necessary to escalate the incident or issue to Engineering, or Product/Project Management, Documentation, or Training• Work with Quality Assurance, Development, Product Management, Technical Publications, and Training to provide customer feedback.
• Create, review, validate and published required MOP/ISB/FSB documents.• Contribute to knowledgebase.
• Mentor and train newly hired and advancing Technical Support Engineers.
SKILLS:
• Good understanding of Oracle databases and basic SQL scripts.
• General understanding of transport and switching systems for telecommunications applications• Familiar with the use of various optical technology test equipment.
• Systems level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Basic knowledge of SONET/SDH, ATM, GigE, ADM, TL1 commands, and other Switching/transport concepts are required.
• Knowledge of computers and data communications. UNIX/Sun and IP network experience a plus.
• Demonstrates exceptional technical skills proficiency that is rated outstanding with relations to the product supported.
DESIRED SKILLS:
• Excellent customers service interaction skills especially in stressful situations.
• Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.
• Excellent oral and written communication skills.
• Must be punctual and able to accept continuous unusual work hours. Typically, there will be very short notice.
Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Job Benefits:
Other Benefits
Contact Information:
| Contact Name: Randy Jensen |
Company Type: Recruiter |
| Company: DSS |
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| City: Atlanta |
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| State: Georgia |
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| Zip: |
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