Technical Network Support Engineer

4 days ago

Singapore Ribbon Full time

SUMMARY

The Technical Network Support Engineer will support our Ribbon, Apollo, MUSE, and Neptune products, working directly with our customers and partners. This role will work with a highly knowledgeable group of customers and as an escalation point for other TAC groups within the organization.

RESPONSIBILITIES:

- Support Deployment of IP/Optical network & relevant acceptance testing and post Deployment issues, migration of Optical/IP products with customers & Subcontractors, under Technical Project Manager guidance.
- Perform independently as technical expertise during testing, deployment, and operational phases of networks.
- Capable for Configuration & Troubleshooting in all Ribbon product lines
- optics, IP & management systems.
- Handle critical customer issues and facilitate communication between customers, critical issues, and engineering.
- Be a customer advocate and solve complicated hardware and software issues by replicating customer environments and network problems in the lab, together with Rbbn IPO backend Tier-2/3 support.
- Need to cover the night-shift standby support for critical customer/contract’s warranty/maintenance support if it is needed.
- Participate in cross-functional tasks such as new product development DWDM + IP projects, support readiness teams, and other documentation activities.
- Document and reproduce customer related DWDM/IP problems, and if necessary, coordinate fixes by the engineering department.
- Continuously improve processes and tools across Ribbon’s TAC team

QUALIFICATIONS:

- B.E. / B. tech / Degree in Electronics or Electronics & telecommunication.
- 5+ years of proven record in the Optical -DWDM /SDH domain.
- Proven working experience in most of the following:

- In-depth knowledge of DWDM/SDH optical networking interfaces. IP Networking basics, Routing & Switching Knowledge is Plus.
- In-depth knowledge of Ribbon’s Apollo and Neptune platform’s installation, configuration, and operation.
- Working experience in handling Management systems as NMS/EMS.
- Working experience with traffic generators and network protocols analysis tools
- Strong problem-solving and troubleshooting skills, applicable to large and sophisticated network scenarios
- Strong customer management and customer service skills
- Excellent communication and presentation skills
- Language skills: English (proficient - verbal and written)
- Diplomacy and good customer-facing skills to understand and optimally address sensitive customer situations

Main Interfaces in/outside Ribbon:

- Internal Ribbon organizations: T3, R&D, Engineering, Technical Project Management, Project Manager etc.
- Ribbon Customers.

Please Note:

- 'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.'_

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