NetTech (Technical Support Technician) - Atlanta, United States - ADEX

Description

• Candidate will provide Tier 1 technical support delivery for Ciena deployment services projects.
• Responsible for the administration of deployment project documentation, including daily status reports, project closing documents, and engineering document updates.
• Candidate will be responsible for the collection, validation, and submission of network test records.
• The candidate will perform advanced provisioning and troubleshooting activities, and network software upgrades.
• Candidate will provide remote technical support and troubleshooting assistance, and to act as a trainer/mentor to deployment technicians working in the field.
• Candidate will be working closely with the Ciena Project Management team and will provide them with technical advice as needed.
• Candidate will be researching solutions to complex technical problems and will escalate issues to the next level of support when necessary.
• Will be drafting and executing intermediate to advanced network test plans, and non-intrusive Methods of Procedure (MOPs)

• Fundamental knowledge of various Ciena products, possess a strong technical aptitude, and have a desire to learn new products and technologies.
• Advanced knowledge of one or more major Ciena product lines. Ciena 6500 product knowledge is essential.
• The ability to perform advanced provisioning and troubleshooting activities, as well as network software upgrades.
• The ability to direct other technicians during live traffic maintenance window activities, and to provide mentoring and instruction to trainees and peers.
• Ability to effectively work independently from a remote location, without direct supervision, while also collaborating as part of a team, and meeting team objectives.
• Must possess excellent written and verbal communication skills
• Some US and international travel will be required.
• Must possess a valid US driver's license.

• Technical Degree or Bachelor's Degree (CS,EE), or equivalent experience.
• 1-2 years working with field deployment team and service partners is desired.
• Familiarity with various North America customers, specifically in the realm of network deployment or Network Operation Center (NOC) support.
• Previous remote support experience would be a plus.