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GECAN - Technical Support Specialist III
Ref No.: 18-04133
Location: Burnaby, British Columbia
Start Date / End Date: 06/25/2018 to 06/25/2019
Description:

Role Summary/Purpose
The Client Lentronics North America Services team has a job opening for a Technical Support Engineer. The incumbent must be able to work within a dynamic cross-discipline, cross-organization environment where they are expected to have a "Hands on Make it Happen " mentality in order that we support our customers & partners to deliver best in class products, services and on-going support.

Essential Responsibilities
This role will include:
• Frontline customer support to resolve technical issues on the Lentronics product line
• Support the Sales & Commercial teams on technical matters
• Communicate effectively and professionally with customers via telephone and email
• Take ownership of issues within Lentronics and communicate on behalf of the customer
• Diagnose, differentiate, and report hardware and software non-conformances
• Respond to customer inquiries and provide input regarding solutions
• Assist in the assessment of customer requirements and provides input regarding solutions
• Test and analyze equipment failure to determine cause and corrective actions
• Field Service logistics coordination
• Commission, upgrade, and troubleshoot SONET/SDH multiplexer, and MPLS/TP products on projects at customer sites
• Deliver professional services like network analysis, network design and consulting, and technical troubleshooting training
• Demonstration equipment setup and support for customer presentations and industry events
• Provide customer training courses as needed

Qualifications/Requirements
• Bachelor degree or Technical School Diploma
• Telecommunications experience, in particular:
o SONET/SDH
o MPLS/TP
• Experience in packet based networks; Ethernet routers and switches, TCP/IP
• CCNA / CCNP certifications
• Ability and willingness to work extensively on the road, usually a week at a time, but at times for 2-3 weeks away from home.
• Ability and willingness to accept a position of trainer to deliver customer training courses
• Ability and willingness to switch between roles of: Pre-sales support, Field Engineer, Instructor for Customer Training, providing telephone tech support for customers when stationed in the office, deliver professional services,
• Be available for 24/7 hr technical support rotations, offering customers 4-hr technical support
• Assorted general office tasks: preparing demo nodes for shipment to events, assisting in root analysis investigations related to product issues

Does the position allow for the worker to be virtual/remote?
No
Shore Options Available for this Position
Onshore Only
Hours per Day 8
Hours per Week 40
Total Hours 6,288.00