Summary:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Duties & Responsibilities:

Duties & Responsibilities · Provide troubleshooting and technical support via phone, web based tools and email · Answer questions from customers, prospective customers and field personnel about the features and capabilities of VIAVI’s VIA product suite. · Advise customers regarding the product's proper use and address specific user issues · Developing customer-facing documentation for our website on an as-needed basis · Communicating customer needs and wishes to our development and engineering staff · Conducting root cause analysis that will lead to effective problem solving · Work closely with other groups including R&D and manufacturing to implement enhancements that improve product reliability and serviceability · Take ownership of customer issues reported and see problems through to resolution · Research, diagnose, troubleshoot and identify solutions to resolve customer issues · Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams · Provide prompt and accurate feedback to customers · Ensure proper recording and closure of all issues · Prepare accurate and timely reports · Document knowledge in the form of knowledge base tech notes and articles · Delivery of Professional services and customer training Required Experience & Qualifications · Bachelor’s or Master’s degree in Computer Engineering, Electrical Engineering, Computer Science (and/or related area), or, an equivalent combination of technical education and experience; specifically, familiar with computer network technologies and associated technologies for managing them. · Strong cyber security skills. · Strong system administration knowledge of Linux Operating Systems. · Strong familiarity with mobile network protocols. · Experience in containerisation and orchestration using industry standard tools. · Familiarity with Microsoft Windows system administration · Familiarity with scripting languages e.g. Python, Perl, Bash, PowerShell, JSON, WMI, SQL and knowledge of web technologies desirable. · Familiarity with database technologies such as MySQL and Redis. · Familiarity with Cloud Computing technologies, e.g. VMware vSphere, ESXI, Hypervisor, Amazon AMI, SaaS, IaaS · Proven ability to function in a self-directed environment · Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success · Experience in customer-facing work and delivery of services also desirable. · Effective written, oral, and presentation skills. · Demonstrated teamwork, strong planning and organizational skills · Ability to interact with a wide range of people and enjoy external customer interaction. · Creative and motivated individual. 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.

Pre-Requisites / Skills / Experience Requirements: