Job Description:
Key Responsibilities
- Provide Technical assistance to Customers on Test & Measurement products, primarily on the telephone, but also through email and remote access to devices when required.
- Handle common problems independently and manage more complex issues by liaising with internal product specialists when required.
- Log all support activities into the corporate ticket system aligning with company policies
- Verify and diagnose customer reported issues utilizing EXFO equipment creating a solution where possible
- Validate software fixes and improvements
- Act as a customer advocate when escalations are required
- occasionally provide training either web-based or on site
Technical Responsibilities
- Knowledge of various Windows and Linux operating systems
- Knowledge of Optical Fibre [PONS, dispersion and referencing}, Ethernet {transport & data} technologies and test methodologies.
- Ability to interpret technical information and provide clear and concise responses
- Able to follow a logical fault-finding process to find a conclusion to technical issues
- proactively maintain knowledge of evolving technologies and standards
Competencies
- Customer orientated attitude
- have a solution approach to issues
- Be autonomous with resolutions
Professional Requirements
- Able to communicate well in English, other languages are an asset
- Relevant education and/ work experience in the Telecommunication sector
- Ability to travel peridoically
EXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Skills Required
- Relevant education and/or work experience in the telecommunications sector
- Knowledge of Windows and Linux operating systems
- Knowledge of optical fiber technologies, including PON, dispersion, and referencing
- Knowledge of Ethernet transport and data technologies and test methodologies
- Ability to interpret technical information and communicate clearly and concisely
- Ability to follow a logical fault-finding process
- Strong English communication skills
- Ability to travel periodically
- Additional language skills
What We Do
EXFO is a global leader in the communications industry, providing intelligent hardware and software solutions for testing, monitoring, and analytics. Serving fixed and mobile network operators, hyperscalers, and equipment manufacturers, EXFO delivers critical visibility and insights to ensure network performance and service reliability. Their expertise spans fiber optics, 5G, and cloud-native deployments, empowering customers to accelerate their digital transformations and optimize network efficiency.
