VIAVI 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.

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 experience by quick and effective response to our customer’s 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:

Qualifications/ Skills/ Experience:

Required Qualifications/Skills/Experience

• English, Spanish
  • Portuguese is a plus.
• 5+ years experience in an IT / telecoms-based fast-moving technical support function 
• 2+ years knowledge & experience of IT technologies
• Technical Bachelor's degree (Eng / IT)

Preferred Qualifications/Skills/Experience

• Scripting knowledge (shell, Perl, Python…)
• Previous IT / Support experience in products such as Elasticsearch, Logstash, Kibana, UNIX/LINUX
• Previous experience in database
• Experience with cloud platforms ( AWS / GCP / Azure )
• Experience in Telecom environment
• Experience with Mobile Protocols (3G, 4G, 5G) 
• CORE, RF, Transmission optimization experience will be an additional benefit

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

 

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.