Senior Technical Support Engineer

Provide enterprise level technical support and professional services based around VIAVI’s VIA family of products to our customers. These products cover RAN and core mobile networks. The engineer will provide support via phone, web, email, chat and other channels as required. A background in engineering or IT support is required.  The job requires a working knowledge of networking and network protocols.  In addition, the engineer will be required to deliver professional services to customers in EMEA. 

Duties & Responsibilities

1. Provide troubleshooting and technical support via phone, web based tools and email
2. Answer questions from customers, prospective customers and field personnel about the features and capabilities of VIAVI’s VIA product suite.
3. Advise customers regarding the product’s proper use and address specific user issues
4. Developing customer-facing documentation for our website on an as-needed basis
5. Communicating customer needs and wishes to our development and engineering staff
6. Conducting root cause analysis that will lead to effective problem solving
7. Work closely with other groups including R&D and manufacturing to implement enhancements that improve product reliability and serviceability
8. Take ownership of customer issues reported and see problems through to resolution
9. Research, diagnose, troubleshoot and identify solutions to resolve customer issues
10. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
11. Provide prompt and accurate feedback to customers
12. Ensure proper recording and closure of all issues
13. Prepare accurate and timely reports
14. Document knowledge in the form of knowledge base tech notes and articles
15. Delivery of Professional services and customer training

Required Experience & Qualifications

1. Bachelor’s or Master’s degree in Computer Engineering, Electrical Engineering, Computer Science  (and/or related area), or, an equivalent combination of technical education and experience; specifically, familiar with computer network technologies and associated technologies for managing them.
2. 4 – 8 years’ experience in IT and the computing industry at large. Experience in analysing and troubleshooting complex technical problems is a must have.
3. Strong cyber security skills.
4. Strong system administration knowledge of Linux Operating Systems.
5. Strong familiarity with mobile network protocols.
6. Experience in containerisation and orchestration using industry standard tools.
7. Familiarity with Microsoft Windows system administration
8. Familiarity with scripting languages such as Python, Perl, Bash, PowerShell, JSON, WMI, SQL and knowledge of web technologies desirable.
9. Familiarity with database technologies such as MySQL and Redis.
10. Familiarity with Cloud Computing technologies VMware vSphere, ESXI, Hypervisor, Amazon AMI, SaaS, IaaS
11. Proven ability to function in a self-directed environment
12. Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
13. Experience in customer-facing work and delivery of services also desirable.
14. Effective written, oral, and presentation skills.
15. Demonstrated teamwork, strong planning and organizational skills
16. Ability to interact with a wide range of people and enjoy external customer interaction.
17. Creative and motivated individual.