Technical Support Engineer

Viavi Solutions
Germantown, MD
Jun 20, 2017
Jun 21, 2017
Full Time
Viavi Solutions hasbeen pioneering solutions to enhance communication technologies for almost 100years. We help our customers around the world optimize and maintain many of theworld's largest and most complex networks. Behind all the data that movesaround the globe, are Viavi employees that see the big picture and who canuntangle the complexities of global networks. Our employees arealso at the forefront of optical security - we bend light to develop anddeliver optical solutions that provide security to the world's currencies andsafety and performance applications for consumer electronics and spectrometry. This is what Viaviemployees are called to do on a daily basis. In order to best enable ourcustomers' success, we rely on people who see opportunity where others seechallenges; people who enjoy collaborating with a diverse range of peers andlook for workarounds when their first (or second) attempts don't work. Come work with us,where we'll celebrate your unique expertise,drive and passion. Position Overview This Support Engineer position for VIAVI puts you into the centreof the fast-paced Enterprise and Cloud business directly serving our vast arrayof customers Globally which constitutes businesses in the following sectors(but are not limited to) IT and Communication Service Provider, Banking andFinance, Technology, Energy, Utilities and Mining, Government and PublicServices and Retail and Consumer sectors. Our customers use the most advanced and scalable NetworkPerformance Management & Diagnostics (NPMD) systems, designed by VIAVI, tomanage, troubleshoot and control their IP networks. Therefore, you will beginby developing a working knowledge of VIAVI's Observer Performance ManagementPlatform products, their performance management applications, and the part theyplay in ensuring Network Service Delivery. As you attain in-depth technicalknowledge of these products, you will also partner with the VIAVI Sales,Product Line Management, Professional Services and other internal commercialteams, to enable our customers grow and drive profitability in theirbusinesses. Job Description Technical Support Engineer to provide enterprise level technicalsupport of VIAVI's Enterprise and Cloud family of products to our customers.The engineer will provide support via phone, web, email, chat and otherchannels as required. A background in engineering or IT support isrequired. The job requires a detailed knowledge of TCP/IP networking, theOSI networking framework and network protocols interaction within this model. Duties & Responsibilities . Providetroubleshooting and technical support via phone, web based tools and email . Answerquestions from customers, prospective customers and field personnel about thefeatures and capabilities of VIAVI's Enterprise and Cloud product suite. . Advisecustomers regarding the product's proper use and address specific user issues . Developingcustomer-facing documentation for our website on an as-needed basis . Communicatingcustomer needs and wishes to our development and engineering staff . Conductingroot cause analysis that will lead to effective problem solving . Workclosely with other groups including R&D and manufacturing to implementenhancements that improve product reliability and serviceability . Takeownership of customer issues reported and see problems through to resolution . Research,diagnose, troubleshoot and identify solutions to resolve customer issues . Followstandard procedures for proper escalation of unresolved issues to theappropriate internal teams . Provideprompt and accurate feedback to customers . Ensureproper recording and closure of all issues . Prepareaccurate and timely reports . Documentknowledge in the form of knowledge base tech notes and articles Required Experience& Qualifications . Bachelor's or Master'sdegree in Computer Engineering, Electrical Engineering, Computer Science (and/or related area), or, an equivalent combination of technicaleducation and experience; specifically, familiar with computer networktechnologies and associated technologies for managing them. . 2 - 4 years' experiencein IT and the computing industry at large. Experience with networktroubleshooting employing protocol analysers and other network managementtechnologies. . Strong networking skillsin the OSI network framework, Cisco Certifications, TCP/IP, Ethernet, SNMP,Cyber Security. . Strong systemadministration knowledge of Microsoft Windows(R) and Linux Operating Systems,RHEL, Oracle Linux. . Familiarity withscripting languages such as Python, Perl, Bash, PowerShell, JSON, WMI, SQL andknowledge of web technologies desirable. . Familiarity withdatabase technologies such as MySQL and Redis. . Familiarity with CloudComputing technologies VMware vSphere, ESXI, Hypervisor, Amazon AMI, SaaS,IaaS, SDN and FNV. . Solid experience inproblem analysis and resolution of software problems . Proven ability tofunction in a self-directed environment . Must excel in a fast-paced,agile environment where critical thinking and strong problem solving skills arerequired for success . Experience incustomer-facing work and delivery of services also desirable. . Effective written, oral,and presentation skills. . Demonstrated teamwork,strong planning and organizational skills . Ability to interact witha wide range of people and enjoy external customer interaction. . Creative and motivatedindividual. Viavi believes superior performance - individual and team -that helps us drive innovations and solutions should be recognized andrewarded. Along with the chance to "make things no one else can" (ouremployees' words), we provide a competitive compensation and benefits programsto attract, retain and motivate a high-performance workforce, and it's flexibleenough to meet the different needs of our diverse employee population. If you have what it takes topush boundaries and see opportunities, apply to join our team today. Viavi Solutions is an equalopportunity and affirmative action employer -minorities/females/veterans/persons with disabilities.