Job Description

About UsRibbon Communications (Nasdaq: RBBN) delivers communications software, IP and optical networking solutions to service providers, enterprises and critical infrastructure sectors globally. We engage deeply with our customers, helping them modernize their networks for improved competitive positioning and business outcomes in today's smart, always-on and data-hungry world. Our innovative, end-to-end solutions portfolio delivers unparalleled scale, performance, and agility, including core to edge software-centric solutions, cloud-native offers, leading-edge security and analytics tools, along with IP and optical networking solutions for 5G.Job descriptionQualification
\xef\x82\xb7 B.E. / B. tech / Degree in Electronics or Electronics and telecommunication.
\xef\x82\xb7 5+ years hands on experience in working with SDH, EoSDH, L2 & MPLS TP Technology products.
\xef\x82\xb7 CCNA certification is an advantage.
\xef\x82\xb7 Excellent Verbal and written communication skills.
\xef\x82\xb7 Candidates having customer service orientation / having past experience as customer interface in
technical support role will be preferred.
\xef\x82\xb7 Knowledge on Solaris/Unix will be an added advantage.
Domain Knowledge
\xef\x82\xb7 In depth Knowledge on SDH, EoSDH, L2 and MPLS -TP technologies.
\xef\x82\xb7 Knowledge on Monitoring, operations and Maintenance of Optical Transmission Network.
\xef\x82\xb7 Good understanding on SDH,EoSDH,L2 and MPLS TP alarm troubleshooting Techniques and problem
solving skills.
\xef\x82\xb7 Hands on experience on Installation, Commissioning of MSPP equipment and conducting Acceptance
test with Customer.
Roles and Responsibility
This role is a largely customer-facing technical support (Onsite / Remote) working towards deadlines and with fast turnaround-
times.
This role demands you to work in shifts and sometimes in flexible timings as per customer requirements.
You may have to travel abroad ( upto 6 months duration) to customer premises as resident Engineer / on site
implementation of ECI products .
\xef\x82\xb7 Respond to Technical Queries / Service requests ( SR) from ECI Customers within agreed Service Level Agreements
\xef\x82\xb7 Resolve SRs in a fast and professional manner and keep support requester / Customer updated throughout the
support process.
\xef\x82\xb7 Ensure all support coming in on emails, phones and conversations is logged in the Eservices (SR Portal)
\xef\x82\xb7 Efficient handling / escalating SRs which needs more Technical Attention to T3/R&D teams and coordination /
follow up till the closure of the case.
\xef\x82\xb7 Visiting customer premises for Installation, Commissioning of ECI product, Performing On Job Training for
customer.
\xef\x82\xb7 Proactively work towards enhancing and acquiring knowledge Technologies and ECIs products.
\xef\x82\xb7 Proactively identify and troubleshoot problems in Key customers Network.
Main Interfaces in/outside ECI:
\xef\x82\xb7 ECI Customers across globe.
\xef\x82\xb7 Internal ECI organizations: T3, R&D, Engineering, Sales, Project Management and more.Please Note:\'All qualified applicants will receive consideration for employment without regard to race, age, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability, or other characteristic protected by applicable law.\'

Ribbon Communications