IP Optical Field Engineer - OTTAWA

Job Description:

The Customer Support Field Engineer (FE) provides on-site implementation and troubleshooting at a customer’s Network Operations Center, POPs or lab. The FE can support network verification activities and following turn-up of the network provide day-to-day fault management support of the Ribbon based packet optical network. In addition, the FE can assist in managing the day-to-day process of integrating and implementing new elements of the Ribbon based network. The FE works jointly with customer’s personnel in the following activities:

• Network Verification
• Support of optical and data link provisioning
• Provide on-site fault management of the network.
• Installation of new software releases
• Provide informal customer training.
• Support Customer self-sufficiency transition plan.
• Technical escalation support

Requirements:

This position requires direct interaction with customers, peers, engineering, and sales. This position requires in-depth troubleshooting techniques and fault isolation skills. The person should have a hands-on knowledge of packet optical networking technologies and a working knowledge of typical client-side interfaces. In addition, experience with industry standard test equipment including Ge, 10G, 100G, 400G, SONET and SDH TDM test sets. The job requires that the individual be able to recreate and isolate customer issues in their realm of expertise while working autonomously and with peers. This position requires:

• Knowledge of optical DWDM, flex-grid ROADMs, ASON, Layer 2 Ethernet, and Layer 3 IP-MPLS, MPLS-TP and FCAPS Network Management platforms.
• Experience with ASON, Unix, Linux, NFV and SDN technologies is a plus.
• Ability to build and maintain strong customer service relationships.
• BS/MS in Telecommunications/Computer Science or equivalent with a minimum of 5 plus years of experience in a technical customer support role with commensurate skills in customer support.
• Excellent spoken and written English language skills so being able to converse technically and at a basic level at both an operations and management level both internally and externally.
• Ability to lead and drive problems to the appropriate timely conclusion in effort to resolve and contain customer issues.
• Ability to be a strong team member, build relationships with colleagues and set the example by eager participation.
• Document issues and produce records appropriate for customer and management for Incident Status Reports
• Strong organizational and time management skills.
• Ability to produce technical documentation as required for customer and internal use.
• Ability to work flexibly, due to shifted working hours.
• Ability to travel nationally/internationally at short notice as and when required.
• Holds a Valid driving license.

Together, we'll make more possible, and these six shared values guide and define our work:

Our people are at the heart of our success. Our customers come first. They inspire us with everything we do. We do what's right, each and every day. We believe in the power of new ideas. We work as one team, with one vision. We give back to our communities and protect our environment.

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.'