Tier 1 Support Engineer

Summary:

VIAVI (NASDAQ: VIAV) has a 100+ year history of technical innovations that have evolved to keep pace and address our customers’ most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.
We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.

Duties & Responsibilities:

Purpose of Role:

This is a customer-facing role aimed at performing customer support activities for AIOps system. The primary function is for system product Tier 1 support.  The main responsibility is to enhance the customer's experience by quick and effective response to our customers' issues or questions with the AIOps system.

Responsibilities:

The Tier 1 Support Engineer will be required to be able to respond to customer support requests within contracted support times of 8x5 or 24x7.  This will include participating in an after-hours standby rotation to cover customer support requests 24x7.  Tier 1 support engineers will also be required to open support cases in the ticket logging system, update the support cases with progress on a regular basis and talk through the solution with the customer.  Lead Operational Reviews as contracted. 

• The Tier 1 Support Engineer will have excellent communication skills to work with customers and provide answers to technical questions, diagnose system problems and manage escalations. 

• Tier 1 support engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved. 

• The Tier 1 support engineer must be able to multi-task as some cases may be defects or may remain open for extended periods of time.

Key Measures:

• Customer satisfaction (internal and external).

• Attain and continuously improve customer satisfaction and Net promoter survey results.

• Work closely with engineering to attain TL9000 and BMS metrics.

• Attain customer service contracts, SLAs.

• Organizational and process effectiveness.

Pre-Requisites / Skills / Experience Requirements:

• Fluency in Spanish and English.

• Experience in Linux.

• Experience in Docker and Kubernetes.

• Experience in databases.

• Experience with Cloud platforms (AWS / GCP / Azure).

• Scripting knowledge (Shell, Perl, Python…).

• Technical Bachelor's degree (Eng / IT).

Preferred Qualifications/Skills/Experience:

• Experience of telecom environment.

Personal skills/attributes:

• Process discipline. 

• Organized communication.

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