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
