Client's TestCenter is an end-to-end testing solution that delivers high performance with deterministic answers. Service providers, NEMs and enterprises use it to test, measure and validate their networks and deploy services with confidence—from traditional performance testing to the rigorous analysis of Virtualization, Cloud Computing, Mobile Backhaul, and High Speed Ethernet.
The application is part of portfolio of networking testing products. It operates at Layer 2 and 3 of the OSI layer and it consists of 2 components:
software *-GUI *-TCL API
As member of our Support Services team provide customers and end users with product and technical support by performing the following duties:
Respond incoming Service Requests from customers, Sales Engineers and Sales team via telephone, online networks and email.
Diagnose, troubleshoot and debug third party computer networking equipment.
Communicate with Engineers and Product Managers regarding, bugs and follows-up to make sure fixes are received and tested.
Advises management on product development issues arising from product problems identified through technical support calls with customers.
Handles customer problems that appear to arise from the use of the product.
Completes and maintains records of customer issues, product defect, etc, using CRM tools (SalesForce).
Occasional on-site training and support for the customers
Other duties as assigned / required
The candidate should have a profile focused on networking (Telecommunication graduate) with preferably scripting. He / she will be shadowing the engineers that will provide the support tasks.
An established expertise in some of the following protocols and their extensions, but not limited to: TCP/IP, OSPF, BGP, VPLS, LDP, RSVP, IS-IS, RIP, MPLS, Multi-protocol BGP, IPv4/IPv6 for all protocols, IGMP, PPP, DHCP.
Good understanding of some of following networking concepts : Ethernet, VoIP, PIM, VLAN, QoS, Triple Play, ATM, DSL
Good understanding or working experience with network equipment, such as switches, routers, DSLAMs
Programming experience with at least one of the following languages: TCL, C++, Java or Perl
Customer oriented, ability to work with customers in a professional manner
Formal training and certification in networking concepts such as Cisco or Spirent certification a plus
Experience using Spirent Communications test equipment a plus
Must be able to work in a fast paced environment and effectively manage multiple priorities
Fluent written and excellent verbal English skills are required
Ability to read, analyze, and interpret technical manuals, RFCs, national and international standards, general business periodicals, professional journals, technical procedures, or regulations
Ability to write reports and business correspondence, effectively present information and respond to questions from managers, clients, customers, and the employees of the company
JOB COMPLEXITY / SUPERVISION:
Diverse problem solving requires evaluating best practices - both for high customer satisfaction and higher process efficiency within team.
Decision making within generally defined practices and policies in selecting methods and techniques to obtain solutions
Ability to work with little supervision on routine daily workload and projects, setting action plans and timelines independently, with communication on progress to management as required.
EDUCATION / EXPERIENCE
Bachelor's degree in telecommunications, engineering or computer science; or equivalent years related experience; or equivalent combination of education and experience.