Technical Support Engineer 2

Job Description
– Technical Support Engineer 2 (2100014T)

Job Description

Technical Support Engineer 2
– ( 2100014T )

Primary Location

: GB-Scotland-Edinburgh

Description

About Viavi Solutions

Viavi (NASDAQ: VIAV) software and hardware platforms and instruments deliver end-to-end visibility across physical, virtual and hybrid networks.

Precise intelligence and actionable insight from across the network ecosystem optimizes the service experience for increased customer loyalty, greater profitability and quicker transitions to next-generation technologies.

Viavi is also a leader in anti-counterfeiting solutions for currency authentication and high-value optical components and instruments for diverse government and commercial applications.

Learn more at and follow us on Viavi Perspectives, LinkedIn, Twitter, YouTube and Facebook.

Position Overview

This Support/Professional Services Engineer position for VIAVI puts you into the centre of the fast-paced Edge and Transport business directly serving our vast array of customers Globally which constitutes businesses in the following sectors (but are not limited to) IT and Telecommunications Service Providers, Banking and Finance, Technology, Energy, Utilities and Mining, Government and Public Services and Retail and Consumer sectors.

Our customers use the most advanced and scalable Network Performance Management & Diagnostics (NPMD) systems, designed by VIAVI, to manage, troubleshoot and control their IP networks.

Therefore, you will begin by developing a working knowledge of VIAVI’s Edge & Transport Platform products, their performance management applications, and the part they play in ensuring Network Service Delivery.

As you attain in-depth technical knowledge of these products, you will also partner with the VIAVI Sales, Product Line Management, Professional Services and other internal commercial teams, to enable our customers grow and drive profitability in their businesses.

Job Description

Provide enterprise level technical support and professional services of VIAVI’s Edge and Transport family of products to our customers.

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 detailed knowledge of TCP/IP networking, the OSI networking framework and network protocol, Linux/Unix system administration and knowledge of virtualization products.

In addition, the engineer will be required to deliver professional services to customers globally.

Duties & Responsibilities

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

Qualifications

Required Experience & Qualifications

• 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.
• Experience in IT, TELCO and the computing industries at large.

  Experience with network troubleshooting employing protocol analysers and other network management technologies.

• Strong networking skills in the OSI network framework, Cisco Certifications, TCP/IP, Ethernet, SNMP, Cyber Security.
• Strong system administration knowledge of Linux Operating Systems, RHEL, Oracle Linux and virtualization platforms (VMware vSphere, ESXI, KVM, Hypervisor)
• Familiarity with scripting languages such as Python, Perl, Bash, PowerShell, JSON, WMI, SQL and knowledge of web technologies desirable.
• Familiarity with database technologies such as MySQL and Redis.
• Familiarity with Cloud Computing technologies Amazon AMI, SaaS, IaaS, SDN and FNV.
• Solid experience in problem analysis and resolution of software problems
• Proven ability to function in a self-directed environment
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
• Experience in customer-facing work and delivery of services also desirable.
• Effective written, oral, and presentation skills.
• Demonstrated teamwork, strong planning and organizational skills
• Ability to interact with a wide range of people and enjoy external customer interaction.