Technical Support Engineer

Summary:

VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.
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 passionate 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.
We are seeking a motivated and customer-focused Level 1 Technical Support Engineer who will provide first-level technical support to our customers, diagnose and troubleshoot software and hardware problems, resolve network issues, configure operating systems, and use remote desktop connections to provide immediate support.
Responsibilities include responding to customer inquiries via phone, email, and chat as well as documenting and tracking issues, and ensuring timely resolution.
The role requires excellent communication skills in Italian and English, a strong technical foundation, and the ability to escalate complex issues to higher-level support when necessary.
This is a full-time, permanent position based in Turin, Italy. We offer hybrid working.

Duties & Responsibilities:

• Provide prompt and professional technical support to customers via phone, email, chat and our standard ticketing system, and make sure the customer is updated regularly.

• Diagnose, research, troubleshoot and identify solutions to software issues.

• Ask customers targeted questions to have a clear understanding of the customer’s problem.

• Track customer’s system, hardware, and software issues through to resolution, within agreed time limits (respect the various SLAs).

• Properly escalate unresolved system software issues to software developers.

• Provide prompt and accurate feedback to customers including actions of fix and RCA.

• Refer to internal knowledge base or external resources to provide accurate tech solutions.

• Ensure all issues are properly logged.

• Prioritize and manage several open issues at one time.

• Follow up with customer to ensure their systems are fully functional after troubleshooting.

• Prepare accurate and timely reports.

• Document technical knowledge in the form of articles and manuals to enrich the support knowledge base, and generate reports on support activities and trends.

• Stay updated with new technologies, product updates, and industry trends.

• Provide feedback and suggestions for improving support processes and tools.

Pre-Requisites / Skills / Experience Requirements:

Functional Skills:

• Excellent interpersonal and communications skills with colleagues and clients either verbally or in writing.

• Fluency in English and Italian (minimum C1 for both). French language an advantage.

• Excellent problem-solving and troubleshooting skills.

• Ability to manage multi-tasking and prioritize effectively.

• Strong attention to detail and accuracy.

• Ability to work independently and as part of a team under general supervision.

• 1-3 years of experience in maintaining and troubleshooting microservices-based applications deployed across multiple servers at customer sites. Can be a newly graduate who has completed an internship.

Technical Skills:

• Bachelor’s degree in IT, Computer Science, Telecommunications, or similar.

• Hands-on experience with Linux (Debian, Fedora) and Windows server OS environments.

• Strong understanding of OS administration (SSH, disk/log management...).

• Familiarity with networking concepts (LAN, VLAN, DNS).

• Experience with remote access tools (RDP, Any desk, Citrix…).

• Knowledge of cloud services (AWS...).

• Good database knowledge (SQL, MongoDB, PostgreSQL).

• Familiarity with monitoring tools (Zabbix, Grafana, Prometheus).

• Good scripting knowledge (Shell scripts, Bash).

• Strong understanding of Docker Management.

• Basic knowledge of Kubernetes is a plus.

• Experience with ticketing systems (Jira or similar).

• Basic knowledge of Telecom fundamentals and analysis tool like Wireshark is plus.

If you have what it takes to push boundaries and seize opportunities, apply to join our team today.