Technical Support Engineer, Optical Transport

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Job Description

Principal Tasks:

This is the entry level for the Technical Services Organization – for both the Global and Regional teams

Provides Pre and Post Sales Technical Services for Adtran’s Channels and End User’s, with the appropriate level of support / supervision including:

• On site and telephone support during normal business hours
• On-call service outside normal business hours
• On site, level 3 support outside of normal business hours following escalation from support partners.
• Assist the customers during system evaluation and qualification trials and demo activities
• Attend customer sites to install and commission Adtran products inside and outside of normal business hours
• Administration and maintenance of equipment and tools used for support purposes
• Documentation and feedback of product and quality issues to Engineering and Production via CRM tools (Salesforce) .
• Assist repair unit in identifying technical issues and authorizing the return of faulty materials.
• Create documentation and other tools to proactively educate channels and end users about potentially difficult issues prior to them becoming problems.
• Develops knowledge of Adtran products, focused on the product family Optical Transport (WDM) – completes the relevant Adtran Certified Engineer courses

Supplementary Tasks:

• Act as primary technical contact to designated customers for Service Delivery Management, including attendance and participation in Contract, Technical and Operational meetings.
• Other tasks as assigned

Customers (Internal & External):

• All Adtran partners and end users
• Adtran Sales
• Adtran Project and Program Management
• Adtran Quality Assurance
• Adtran Repair Unit

Skills / Qualifications / Training / Experience:

• Up to 2 Years or greater experience in Technical Support or other technical service related department in the telecom business sector.
• Good technical background in fiber optics, LAN’s, SAN, DWDM, Ethernet, and IP (including routing protocols) and ssh as well as working Knowledge about network management systems
• Experience with IP based DCN networks
• Excellent presentation and communication skills
• Excellent communication and customer interfacing skills
• Additional Language skills beyond English are beneficial
• Sitting for extended periods of time
• Prepared to travel fairly extensively
• Prepared to do flexible working hours

Success Criteria:

• Self-motivated, thorough, task focused.
• Ability to quickly acquire new qualifications and develop new skills
• Excellent presentation and communication skills
• Excellent communication and customer interfacing skills
• Ability to recognize and verbalize opportunities to improve workflow.
• Ability to develop and nurture relationships with internal and external customers.
• Ability to make calculated judgements based upon experience and given guidelines.
• Ability to quickly identify, escalate and de–sensitize significant technical issues surrounding the Adtran product family. That is, the ability to address issues before they become problems.
• Ability to prioritize the tasks appropriately and efficiently