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Customer Support Engineer

Full time EXFO in Software & Technology
  • Valencia Area, Spain View on Map
  • Post Date: February 14, 2020
  • Apply Before : May 14, 2020
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Job Detail

  • Career Level Other
  • Experience 4 Years
  • Education Undergraduate

Job Description

EXFO develops smarter network test, monitoring and analytics solutions for the world’s leading telecommunications service providers, network equipment manufacturers and webscale companies—and we love what we do! Close to 1,900 employees in more than 25 countries, EXFO is no. 1 worldwide in fiber optic test solutions and has the largest active assurance deployment. Our broad portfolio of intelligent hardware and software solutions enable our customer’s network transformations related to fiber, 5G, virtualization and big data analytics. We’re always looking for top talent to help us lead the way in a thriving industry with boundless opportunities.

 

 

Job summary

  • As part of the Customer Care organization, your mission will consist in providing technical support on EXFO Products and Solutions to EXFO customers.
  • You will work in international and telecom environment to help and assist mobile telecom operator to use EXFO Products and improve their QoS.

 

What you’ll do

  • You are the main point of contact for one or several customers for all Administration, maintenance and support activities
  • Thanks to your expertise and your Telecom knowledge you assist and guide customer on their deployed solution
  • You analyze and troubleshoot customer incidents in order to ensure service restoration and resolution in respect of the agreed SLA
  • You define, communicate and implement action plan to resolve incidents
  • You manage technical escalation in collaboration with the Technical Support Level 3 and R&D
  • You report internally and to R&D features and SW evolution request from our customers

 

What we’re looking for

 

Technical skills

  • Linux Red Hat, CentOS and Windows Server 2008/2012 Operating Systems administration
  • Database: MySQL, Sybase, PostgreSQL
  • Full understanding of 2G, 3G & 4G network architecture and associated interfaces & protocols
  • Web applications (Proxy, SSL, Java)
  • Virtualisation environments ESX/VMWare
  • Supervision and montirong – Nagios Centreon
  • Bigdata technologies
  • Knowledge or experience in Bash scripting

 

Required aptitudes

  • Project management ability, with good reporting to higher level and management
  • Full understanding of 2G, 3G & 4G network architecture and associated interfaces & protocols
  • Accountable
  • Autonomous
  • Problem Solving capabilities
  • Good written & verbal communication skill
  • Customer Focused

 

Must have

 

Pertinent experience: 3 to 5 years’ experience in IT and support field.

 

Language requirements: Fluency in English and Spanish.

 

Education: BS/MS Degree level in Computer Science or equivalent.

 

Work permit in France mandatory

 

Any other combination of experience/studies will be considered.

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