Customer Expert Engineer
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About the Role
Penta Consulting are a technology service provider and industry-leading outsourced partner. We've specialised in providing professional and managed services to OEMs, system integrators, and financial services providers globally as well as IT and Telco companies for over 26 years.
Key Skills for This Role
Full Job Posting
Overview
Penta Consulting are a technology service provider and industry-leading outsourced partner.
We've specialised in providing professional and managed services to OEMs, system integrators, and financial services providers globally as well as IT and Telco companies for over 26 years.
We are looking to bring on board
Customer Expert Engineer
to support a leading
global telecommunication vendor.
This is going to be a employed contract position based in
UAE (Dubai).
Key Responsibilities
- Provide 24x7x365 technical support for DWDM/OTN products including 1830 PSS/PSI-M series and WSNOC.
- Serve as technical expert to guide network interventions and mitigate traffic impacting issues.
- Troubleshoot and isolate complex customer issues in Production and Lab environments, ensuring timely resolution.
- Conduct root cause analysis and recommend corrective actions to enhance customer experience.
- Create clear and informative documentation explaining technical issues for customer understanding.
- Develop post-mortem reports detailing actions taken to resolve network issues, contributing to continuous improvement.
- Collaborate cross-functionally with SW/HW Engineering and other teams to implement effective solutions.
Key Qualifications
- 4-8 years of relevant experience in DWDM/WDM optical networking technical support, escalation engineering, or related functions in the optical networking industry.
- Knowledge in 1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64) and PSI-M.
- Knowledge in Optical NMS WS-NOC (NFM-T) and 1830 SMS.
- Experience working in customer facing environment
- Working knowledge of Optical DWDM / OTN theory/operation
- Hands-on experience with ROADM, EDFA, and Coherent Transponders
- Dont miss out on this great opportunity.
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