Tier 2 Customer Service TAC Engineer- Long term temp to Perm – Infinera – Annapolis Junction, MD

Tier 2 Customer Technical Assistance Center (CTAC) engineer

Brief Description :

Infinera has pioneered the technique of large scale Photonic integration. Major U.S. and Global networks have taken notice. Our innovation has helped us win market share leadership making us a large part of daily life all around the world with our technology. Our TAC Engineers are a vital part of what we do and will be key in the launch, growth and support of our new business/products

Description :

Imagine being part of a team that is fundamentally changing the way people communicate, the way they collaborate, the way they watch TV and explore the universe through the internet. Utilizing our uniquely differentiated technology, we have created a Digital Optical Networking system with more speed, capacity and scalability than ever before. Imagine a world with unlimited bandwidth. The network of tomorrow will allow for content and creativity limited only by the imaginations of its users. If this is something that interests you, that excites you, come take a look at a team not bound by large company obstacles and bureaucracy, where an idea today can be set in motion tomorrow. Come take a look at Infinera!

Technical Operations Engineer, Customer Service and Technical Support (TAC) Summary The role and goals of the Technical Operations Engineer will be to perform isolation and resolution of customer network event or issue. This includes fault tracking, managing, and resolving reports identified in the process. The technical operations engineer must have a good understanding of network indicator alarms that can be generated and how they impact the customer experience. The engineer must be able to investigate and troubleshoot network faults or events with little or no technical assistance and must be able to identify issues that require immediate escalation. Also, the engineer will be required to assist in the management of various back-office systems for Technical Operations organization. Technical Operations Engineers are highly skilled individuals who have knowledge of all Infinera products and applications. Additionally, these engineers may be required to provide operations support to customers and regional account teams, as necessary.

Responsibilities :

• Respond to any customer inquiry and/or request urgently and professionally
• Good knowledge in reading and interpreting debug logs
• Good knowledge in using DNA application
• Good knowledge in reading and interpreting event and debug logs
• Provide technical assistance to Infinera’s customers
• Provide feedback enhancement to management
• Support and participate in operational aspects of customer trials and deployment including:
• Fault tracking
• Resolving customer-identified problems

Requirements :

• Candidate must possess excellent inter-personal, oral and written communication skills. Technical knowledge of optical networking standards (SONET/SDH, DWDM/CWDM, and G.709) a plus
• Candidate must also possess ability to articulate broad range of technologies including LAN/WAN, IP and emerging technologies and carriers’ operational practices and procedures in working with customers
• One year of engineering and/or operational experience is required. Experience in a 24X7 optical/transport network operation environment preferred
• Associate’s degree in Engineering or related field or equivalent related work experience

Job Type: Temporary

Required experience:

• DWDM: 1 year