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Technical Support Specialist / Spécialiste - Soutien technique

Quebec, Canada

Under the supervision of the Technical Support Manager and according to general company policies, you will provide customers with technical assistance via telephone, email, web conference, or on-site. You will be asked to specialize on all Transport (Sonet/SDH analyzers) and Datacom (Ethernet, Fiberchannel) products, as well as our DSL and Copper test equipment.  In addition to traditional technical support, field service, commissioning and on-site training will give you an opportunity to work face to face with EXFO customers.

 

For common problems and issues of moderate complexity, you should be able to handle these with little or no assistance. For more complex issues, you are expected to take a leadership role in managing the customer contact and to liaise with other departments to deliver a solution to the customer’s problem.

 

This is a challenging position where you will be a member of a medium-sized satellite support center, located in Montreal, Canada. Some travel may be required.

 

 

TECHNICAL REQUIREMENTS

 

  • Excellent computer skills, particularly with Windows OS, debugging OS problems
  • Excellent knowledge of NG Sonet/SDH/service turn-up and testing
  • Excellent knowledge of Ethernet/10G Ethernet layer 2 and layer 3 testing
  • Excellent knowledge of DSL performance testing
  • Programming skills with VB, .NET, C#, Labview, and common scripting languages, is an asset
  • Knowledge of Optical telecommunication test and measurement instrumentation is an asset
  • Knowledge of Copper and DSL test equipment is an asset
  • knowledge of 5G and RF technology is an asset

 

COMPETENCIES REQUIREMENTS

 

  • Customer oriented attitude and solution approach
  • Excellent communication skills and the ability to adjust to the customer level
  • Sense of responsibility and high level of autonomy
  • Ability to learn fast and to adapt to new situations
  • Excellent decision-making skills
  • Excellent hands-on aptitudes for performing field service or repairs

 

 

ACADEMIC AND PROFESSIONAL REQUIREMENTS

 

Education: College diploma in computer science, electronics, optics or physics, or telecommunications

Travel: Available for periodic travel

Pertinent experience: 4 years in a technical customer service or internal support environment

Language requirements:  English

Technical Support Specialist / Spécialiste - Soutien technique Quebec, Canada | Posted 16 days ago

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