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Technical Support Engineer (Packet) BTI Photonic Systems Inc.
THIS JOB HAS EXPIRED
BTI?s Global Services & Support Team has immediate openings within their Ottawa, ON and Littleton, MA locations for an experienced Technical Support Engineer. In this role you will be responsible for ensuring excellence in the delivery of Level 2 and Level 3 technical support and professional services for BTI?s suite of products.Responsibilities will include:
Delivering effective and professional telephone, email and on-site support for customers across BTI?s entire product line of optical, layer 2, video, and network management products;
Managing major and critical cases and serve as a focal point for key customers, and projects;
Providing senior technical support at Level 2 and Level 3;
Creating and maintaining network diagrams, creating test plans and acceptance plans;
Providing mentorship and technical guidance to technical support engineers working in the TAC and in the Field;
Working closely with BTI resources and customer personnel for excellence in customer deployments, particularly associated with introduction of BTI?s expanding portfolio offerings;
Providing telephone support to customers before, during and after installations and software upgrades as well as manage time-critical escalations to overcome technological challenges;
Creating and delivering technical presentations for BTI Senior Management and customers.
The successful candidate will possess:
Degree in computer science, management or telecommunications;
A minimum 5 years progressive experience in a technical support role;
Layer 2 experience is a must;
Experience with network installation projects;
Highly advanced level of technical troubleshooting expertise on optical Ethernet networking products;
Experience delivering and developing technical presentations;
Experience with the following technologies:
Layer 3 Routing (OSPF)
802.1q VLAN
G8032 (ERPS)
Spanning Tree Protocol
Optical Networking Equipment
CWDM/DWDM
Layer 2 Ethernet and MEF Standards
SNMP and general network management expertise
Optical and Packet Test Equipment
Excellent customer-facing rapport;
Excellent organizational, presentation, and project management skills;
Excellent verbal and written communication skills;
Demonstrated ability to work independently while at the same time maintaining a strong collaboration model with technical support and engineering resources;
Excellent analytical, troubleshooting and problem solving skills;
Proven ability in providing leadership within a team of technical support professionals;
Ability to communicate with various functional levels;
Ability to travel 10%-25% of the time ? both domestically and internationally.
| Location: | Boston, MA United States |
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THIS JOB HAS EXPIRED
BTI Photonic Systems Inc.
Investors: Kodiak Venture Partners, Summerhill Venture PartnersAll Jobs: at BTI Photonic Systems Inc.
| Web Site: | www.btiphotonics.com |
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| Headquarters: | 00000 United States |
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