IP Support Engineer - Telecommunications

Our client is a leading provider in the telecommunications industry, specializing in optical networking and software services. Here is a more detailed look:

• Optical Networking: They are known for its optical transport and switching solutions, which help in the transmission of large amounts of data over long distances.
• Packet Networking: They provide packet networking solutions for efficient data transport in metro and edge networks.
• Software and Analytics: The company offers software solutions, such as the Blue Planet platform, which provides network orchestration, automation, and analytics.
• Professional Services: These services include consulting, design, implementation, and support to help clients optimize their network infrastructure.

Responsibilities:

• Technical Support: Provide Tier 2 and 3 technical support for Ciena’s IP networking products, including routers, switches, and network management software.
• Troubleshooting: Diagnose and resolve complex issues related to IP networking, including routing protocols (OSPF, BGP, MPLS), IP addressing, VPNs, and QoS.
• Customer Interaction: Engage with customers to understand their technical challenges, provide timely solutions, and ensure customer satisfaction through effective communication and problem resolution.
• Documentation: Maintain detailed and accurate records of support activities, including troubleshooting steps, resolutions, and customer interactions in the ticketing system.
• Collaboration: Work closely with cross-functional teams, including engineering, product management, and sales, to escalate and resolve product issues, and to provide feedback on product performance and customer needs.
• Training and Development: Stay current with the latest IP networking technologies and Ciena products through continuous learning and professional development. Share knowledge with team members and contribute to training materials and sessions.
• Process Improvement: Participate in continuous improvement initiatives to enhance support processes, tools, and customer experience.

Skills/Must have:

• Cisco IP
• Juniper IP 
• Nokia IP 
• Strong MPLS experience 

Benefits:

• 12% bonus

Salary:

• $120,000 CAD base