***Primarily remote, however hybrid expectations are set. Must be located in Ottawa or willing to relocate Our client is looking for the full time employee with the following skillsets: Top Skills' Details 1. 5+ years experience as a Technical Support Specialist/Engineer with strong knowledge and understanding of Photonic systems DWDM, OTN, SONET, and SDH. Preference would be with Ciena Product Line: 6500, RLS, and WaveServer. 2. 3+ Years experience working with business and technical stakeholders while holding a high level of communication skills. This person will be working with client customers as well as internal business units. This person will also have experience and the ability to training individuals on new releases and products 3. 3+ Years working for a similar organization/vendor: Nokia, Ericsson, Capgemini holding a strong backgrou and understanding of telecommunications industries Description Reporting to Senior Manager, Global Technical Support. As Specialist, Global Technical Support, you will be responsible for becoming a proactive member of Packet Optical Global Product Centre of Excellence team. You will be responsible for working with GCC (Global Customer Care), design, and PLM to influence the product quality and support the GCC readiness for Optical Products. Specific Responsibilities include : • Provide expert level technical consultation to the GCC organization when requested. • Provide trend analysis on customer cases and drive improvements to the customer PLC (product Life Cycle) process. • Connect with Design and manufacturing on problems / issues found in the field and Drive DFS (Design for Serviceability)/ and DFO (Design for Operability) requirements in the products. • Use debug tools as well as lab research to aid Customer’s technical problem. Recover information vital to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training. • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback. • Create, review, validate and publish required Method of Procedure (MOP) and Field Service Bulletin (FSB) documents. • Expand and improve knowledgebase (KCS) technical content. • Mentor, train and advance newly hired Technical Support Engineers. • Travel to customer sites and client locations globally if required. • Provide remote technical support (via telephone or on line) for identified products 24x7 when required. On call duty includes evenings and weekends. • Perform other duties as assigned Skills technical support, product management, quality assurance, customer support, training development Additional Skills & Qualifications • Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 5 to 10 years related experience or equivalent combination of education and experience. • 3-5 years of experience with Ciena 6500, RLS or Waveserver. • Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry. • Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies. • Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel. • Ability to analyze, trouble-shoot and resolve sophisticated problems. • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal direction. • Proficient with various types of test equipment for optical and protocol testing. • System level trouble shooting on fiber optic telecommunications transport and switching equipment. • Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network. • Good abilities to establish relationship and build excellent Customer focus. • Great teammate that is ready to assist in, or lead, troubleshooting. • Willing to take ownership for complete problem resolution. • Work in a collaborative environment and promote the sharing of knowledge and experiences. • Must have the ability to communicate effectively in English language both verbal and written. • Excellent Customer service skills and the ability to work with customers on both technical and management levels. • Excellent oral and written communication skills. • Must be punctual and able to accept continuous unusual work hours, typically, at very short notice. Experience Level Intermediate Level If you have more questions, please apply within. Thank you! Pay and Benefits The pay range for this position is $95000.00 - $120000.00/yr. Workplace Type This is a hybrid position in Ottawa,ON. À propos de TEKsystems et TEKsystems Global Services Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.