- Provide advanced technical support for queries (customer & internal), according to customer contract and internal support model.
- Leading role in complex troubleshooting cases, including 3rd party equipment and Multivendor Interfaces
- Responsible for meeting contracted response times.
- Responsible as technical customer contact
- Handles technical requests, provides understanding of customer's network configuration, co-ordinates resolution delivery
- System tracing and protocol flow analysis, expert in utilizing troubleshooting tools
- Participate in 24X7 Oncall Roster
- Project management duties (e.g. planning of a subproject or special Care projects, technical manager substitute, managing subcontractors).
- Consultancy type of activities: Applies customer understanding in customer relationship building, opportunity identification
- Type testing in test bed and writing test cases based on feature requirements or functionalities
- Method of procedures for SW upgrades
- Bachelor's or Master's degree, preferably from electrical engineering, communications engineering or physics.
- Good understanding of physical backgrounds and system architecture of Packet Optical systems
- Extensive relevant experience
- Experiences in planning and setup of test beds for optical system verification
- Advanced Knowledge of Optical Transport Network.
- Advanced Knowledge of DWDM technologies/product
- Advanced Knowledge of ROADM/DWDM, OTN, GMPLS, WSON, SDH, Ethernet Layer2 & Layer3, PTN/MPLS-TP technologies
- Advanced Knowledge of System testing
- Advanced foundation-knowledge in Network Management System and OAM concept
- Advanced DCN design and deployment skills for Optical Transport Network
- Advanced Skills of Information seeking
- Knowledge of Industry transport products (at least product theory and implementation)
- Basic Knowledge of Project Management
- Fluent English, both written and spoken
Technical Support Engineer - Selangor, Malaysia - Infinera
Description
Technical Support Engineer - Optical Networks
Kuala Lumpur, Malaysia
Home & Office Hybrid - 2 days per week in our office in Kuala Lumpur
Will also have on-call responsibility 1 week in 4.
Infinera has pioneered the technique of large scale photonic integration for decades. Our innovation has helped us win market share leadership making us a large part of daily life all around the world with our technology. Our Sales leaders are a vital part of what we do and will be key in the launch and growth of our new business/product, etc. Imagine being part of a team that is fundamentally changing the way people communicate, and the way they collaborate.
Care services:
Act as customer's interface for advanced Care service delivery and support, often in several areas/countries if requested. Work with large and / or complex projects or troubleshooting cases. Scope is often solution/system level.
Generic knowledge and activities
Experience and Education
Professional Experience
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