VIAVI Support Engineer

Viavi Solutions Inc.; Ciudad de México; Presencial; MXN 911,000 - 1,276,000; Jornada completa

Descripción de la vacante

A leading network solutions provider in Mexico City seeks a Tier 1 Support Engineer. This customer-facing role requires excellent communication skills to support the AIOps system. You will respond to customer queries, manage support cases, and work to enhance customer satisfaction. Ideal candidates have over 5 years in technical support, a relevant technical degree, and experience with UNIX/Linux and cloud platforms. Join a diverse team committed to innovation and support for customers.

Formación

• 5+ years experience in an IT/telecoms-based technical support role.
• 2+ years knowledge & experience of IT technologies.
• English, Spanish, Portuguese is a plus.

Responsabilidades

• Respond to customer support requests within contracted support times.
• Open and update support cases in the ticket logging system.
• Lead Operational Reviews as contracted.

Conocimientos

Excellent communication skills

Ability to diagnose system problems

Ability to multi-task

Educación

Technical Bachelor's degree (Eng / IT)

Herramientas

UNIX / LINUX

Elasticsearch

AWS

GCP

Azure

Descripción del empleo

Summary

VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.

We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers.

Duties & Responsibilities

Purpose of Role

This is a customer facing role aimed at performing customer support activities for AIOps system. The primary function is for system product Tier 1 support. The main responsibility is to enhance the customer experience by quick and effective response to our customer’s issues or questions with the AIOps system.

Responsibilities

The Tier 1 Support Engineer will be required to be able to respond to customer support requests within contracted support times of 8x5 or 24x7. This will include participating in an after-hours standby rotation to cover customer support requests 24x7. Tier 1 support engineers will also be required to open support cases in the ticket logging system, update the support cases with progress on a regular basis and talk through the solution with the customer. Lead Operational Reviews as contracted.

• The Tier 1 Support Engineer will have excellent communication skills to work with customers and provide answers to technical questions, diagnose system problems and manage escalations.
• Tier 1 support engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved.
• The Tier 1 support engineer must be able to multi-task as some cases may be defects or may remain open for extended periods of time.

Key Measures

• Customer satisfaction (internal and external)
• Attain and continuously improve customer satisfaction and Net promoter survey results
• Work closely with engineering to attain TL9000 and BMS metrics
• Attain customer service contracts, SLAs
• Organizational and process effectiveness

Pre-Requisites / Skills / Experience Requirements

Qualifications / Skills / Experience

Required Qualifications / Skills / Experience

• English, Spanish, Portuguese is a plus.
• 5+ years experience in an IT / telecoms-based fast-moving technical support function
• 2+ years knowledge & experience of IT technologies
• Technical Bachelor's degree (Eng / IT)

Preferred Qualifications / Skills / Experience

• Scripting knowledge (shell, Perl, Python…)
• Previous IT / Support experience in products such as Elasticsearch, Logstash, Kibana, UNIX / LINUX
• Previous experience in database
• Experience with cloud platforms ( AWS / GCP / Azure )
• Experience in Telecom environment
• Experience with Mobile Protocols (3G, 4G, 5G)
• CORE, RF, Transmission optimization experience will be an additional benefit

Invitation

If you have what it takes to push boundaries and seize opportunities, apply to join our team today.

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities / females / veterans / persons with disabilities.