Technical Support Engineering Sr. Technical Analyst - MUMBAI (RELIABLE TECH)

About Us

Ribbon Communications (Nasdaq: RBBN) delivers communications software, IP and optical networking solutions to service providers, enterprises and critical infrastructure sectors globally. We engage deeply with our customers, helping them modernize their networks for improved competitive positioning and business outcomes in today's smart, always-on and data-hungry world. Our innovative, end-to-end solutions portfolio delivers unparalleled scale, performance, and agility, including core to edge software-centric solutions, cloud-native offers, leading-edge security and analytics tools, along with IP and optical networking solutions for 5G.

https://ribboncommunications.com/

Job description

Qualification
 B.E. / B. tech / Degree in Electronics or Electronics and telecommunication.
 3 – 5 years hands on experience in working with SDH, EoSDH, 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
 In depth Knowledge on SDH, EoSDH, L2 and MPLS –TP technologies.
 Knowledge on Monitoring, operations and Maintenance of Optical Transmission Network.
 Good understanding on SDH,EoSDH,L2 and MPLS TP alarm troubleshooting Techniques and problem
solving skills.
 Hands on experience on Installation, Commissioning of MSPP 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 turnaround-
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 (SR 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 ECI 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 ECI:
 ECI Customers across globe.
 Internal ECI 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.'