Technical Support Engineer, Optical Transport

Technical Support Engineer, Optical Transport page is loaded## Technical Support Engineer, Optical Transport locations:
Atlanta, GA:
Meiningen, Germany:
Adtran Sp.z.o.o Poland time type:
Full time posted on:
Posted Yesterday job requisition :
R005113
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Thanks for your interest in working on our team!
** Job Description
**** Principal Tasks:
** This is the entry level for the Technical Services Organization – for both the Global and Regional teams

Provides Pre and Post Sales Technical Services for Adtran’s Channels and End User’s, with the appropriate level of support / supervision including:
* On site and telephone support during normal business hours
* On-call service outside normal business hours
* On site, level 3 support outside of normal business hours following escalation from support partners.
* Assist the customers during system evaluation and qualification trials and demo activities
* Attend customer sites to install and commission Adtran products inside and outside of normal business hours
* Administration and maintenance of equipment and tools used for support purposes
* Documentation and feedback of product and quality issues to Engineering and Production via CRM tools (Salesforce) .
* Assist repair unit in identifying technical issues and authorizing the return of faulty materials.
* Create documentation and other tools to proactively educate channels and end users about potentially difficult issues prior to them becoming problems.
* Develops knowledge of Adtran products, focused on the product family Optical Transport (WDM) – completes the relevant Adtran Certified Engineer courses
** Supplementary Tasks:
*** Act as primary technical contact to designated customers for Service Delivery Management, including attendance and participation in Contract, Technical and Operational meetings.
* Other tasks as assigned
** Customers (Internal & External):
*** All Adtran partners and end users
* Adtran Sales
* Adtran Project and Program Management
* Adtran Quality Assurance
* Adtran Repair Unit
** Skills / Qualifications / Training /

Experience:

*** Up to 2 Years or greater experience in Technical Support or other technical service related department in the telecom business sector.
* Good technical background in fiber optics, LAN’s, SAN, DWDM, Ethernet, and IP (including routing protocols) and ssh as well as working Knowledge about network management systems
* Experience with IP based DCN networks
* Excellent presentation and communication skills
* Excellent communication and customer interfacing skills
* Additional Language skills beyond English are beneficial
* Sitting for extended periods of time
* Prepared to travel fairly extensively
* Prepared to do flexible working hours
** Success Criteria:
*** Self-motivated, thorough, task focused.
* Ability to quickly acquire new qualifications and develop new skills
* Excellent presentation and communication skills
* Excellent communication and customer interfacing skills
* Ability to recognize and verbalize opportunities to improve workflow.
* Ability to develop and nurture relationships with internal and external customers.
* Ability to make calculated judgements based upon experience and given guidelines.
* Ability to quickly identify, escalate and de–sensitize significant technical issues surrounding the Adtran product family. That is, the ability to address issues before they become problems.
* Ability to prioritize the tasks appropriately and efficiently
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