Ribbon Communications Looking for Technical Support Engineering Sr. Technical Analyst at Mumbai, Maharashtra Full Time

B.E. / B. tech / Degree in Electronics or Electronics and telecommunication.

4 – 7 years hands on experience in working with SDH, EoSDH, DWDM , L2 & MPLS TP Technology products.

CCNA certification is an advantage.

Excellent Verbal and written communication skills.

Candidates having customer service orientation / having past experience as customer interface in

technical support role will be preferred.

Knowledge on Solaris/Unix will be an added advantage.

Domain Knowledge

Knowledge on Monitoring, operations and Maintenance of Optical Transmission Network.

In depth knowledge on SDH,EoSDH, DWDM L2 and MPLS TP alarm troubleshooting Techniques and problem

solving skills.

Hands on experience on Installation, Commissioning of MSPP & DWDM equipment and conducting Acceptance

test with Customer.

Roles and Responsibility

This role is a largely customer-facing technical support (Onsite / Remote) working towards deadlines and with fast turn-around-times.

This role demands you to work in shifts and sometimes in flexible timings as per customer requirements.

You may have to travel abroad ( upto 6 months duration) to customer premises as resident Engineer / on site implementation of ECI products .

Respond to Technical Queries / Service requests ( SR) from ECI Customers within agreed Service Level Agreements

Resolve SR’s in a fast and professional manner and keep support requester / Customer updated throughout the

support process.

Ensure all support coming in on emails, phones and conversations is logged in the Eservices (Portal)

Efficient handling / escalating SR’s which needs more Technical Attention to T3/R&D teams and coordination /

follow up till the closure of the case.

Visiting customer premises for Installation, Commissioning of Ribbon IP-Optical product, Performing On Job Training for

customer.

Proactively work towards enhancing and acquiring knowledge Technologies and ECI’s products.

Proactively identify and troubleshoot problems in Key customer’s Network.

Main Interfaces in/outside Ribbon:
Ribbon IP-Optical Customers across globe.

Internal Ribbon IP-Optical organizations: T3, R&D, Engineering, Sales, Project Management and more.

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.’