System Support Specialist / Specialiste

Job Description

Job title: System Support Specialist / Specialiste - Soutien de systeme Division/function: Global Services (DF0014)Business unit / department: Services APAC (BU0115)Country: IndiaState: MaharashtraCity(ies): PuneEXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyperscalers and leaders in the manufacturing, development and research sector. Building on our 35 years of innovation, EXFO s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks. With nearly 1,900 employees in more than 25 countries, EXFO is no. 1 worldwide in fiber optic test solutions and has deployed over 250 assurance systems worldwide. We re always looking for top talent to help us lead the way in a thriving industry with boundless opportunities.We are looking for a Customer Care Specialist to join the EXFO s service assurance, systems & solution customer support group. The person we are looking for possesses strong customer facing skills with a focus on systems administration & troubleshooting.At EXFO, you will work day-to-day with worldwide system engineering and Technical support teams. Your primary responsibilities will be to analyze and resolve customer issues in partnership with the different engineer teams of our solutions for network monitoring & analytics.Responsibilities
• Lead complex troubleshooting and resolve critical or escalated technical issues from customers.
• Configure and troubleshoot customer related issues. Participate actively in on-call support with different global field partners or end customers, which may include occasional after hours and weekends shift work.
• Participate to customer issues prioritization calls with the Technical Support team as well with R&D.
• Build automation and participate actively in the scripting strategy, to restore & resolve customer issues.
• Troubleshoot customer system s performance at the hardware, software and Database level.
• Accountable for customer satisfaction on the resolution and maintaining SLA (Service Level Agreements).
• Get involved with administrative reporting for customer s system and health check parameters.
Technical Requirements
• Hands-on working knowledge with any of the following: VMWare, Docker, Kubernetes or Ansible
• Experience in resolving complex incident and problem tickets in a telecommunications and service provider network.
• Performing network/management system upgrades and service restoration.
• Experience in any vendor EMS platforms: Nokia ,Cisco, Ericsson, Huawei
• Knowledge of Element Management Systems, application & database servers, geo-redundant clusters, Storage Area Networks.
• Experience supporting and providing input into the development of network and service product capabilities and OSS/BSS capabilities.
• Experience in Optical Networks(DWDM, SDH ,GPON ) , Tools: OTDR, Ethernet Traffic Generator, Wireshark, iperf
• Operating System practical knowledge i.e. Red Hat Linux, Solaris, Windows and EMS/NMS Industry training or relevant industry certification (eg. CCNA, )
Required skills and aptitudes
• Strong communication and collaborative skills are a must.
• Ability to communicate clearly and transparently in English, verbally and in writing, keeping the right people informed of relevant issues.
• Work well in a fast paced, dynamic environment with geographically distributed teams;
• Self-motivated, results-oriented with a strong desire to learn;
• Ability to Analyze and Prioritize.
• Ability to drive special task force teams to accelerate specific customer situations proactively.
Qualifications
• Bachelor degree in Software Engineering or Computer Science
• Minimum of 7 years in hands-on technical role
• Includes occasional after hours and weekends shift work
EXFO is an equal opportunity employer.Thanks for your interest in EXFO.If you have questions, please write us at hidden_emailWe look forward to hearing from you soon.,

Keyskills :
billingenvironmentautomationbasicbscsred hat linuxhealth checkcustomer caretechnical supportservice assuranceindustry trainingdistributed teamsnetwork monitoring