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Technical Support Specialist T&M / Specialiste - Soutien tech T&M

Main locations: 

Southampton, GB

Job Type:  Full-time
Workplace type:  Hybrid
Offer number:  4909

EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 35 years of innovation, EXFO’s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks.

Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community. This is how we fulfill our purpose: to ensure the connected world meets the highest expectations, to bring together people, communities and businesses.

Under the supervision of the Technical Support Manager you will be a member of the post-sales support team for the EMEA region, providing technical support for a large variety of EXFO products from the Copper Access, Optical and Transport & Datacom product lines to customers across this region.

 

Key Responsibilities

  • Provide technical assistance to customers requiring assistance with Test & Measurement products, primarily via telephone, email and through remote-access to devices when required.
  • Handle common problems independently and manage more complex issues by liaising with internal Product Specialists when required.
  • Appropriately log all support activities into the corporate ticket management system according to appropriate company policies.
  • Verify and diagnose customer-reported issues using  EXFO equipment to develop a solution where possible.
  • Validation of software fixes and improvements.
  • Act as customer advocate when escalating issues for resolution or providing suggestions for product improvement.
  • Occasionally provide training to customers on EXFO products, either web-based or on-site.

 

Technical Requirements

  • Knowledge of various Windows and Linux Operating Systems.
  • Knowledge of optical fibre (PONs, dispersion and referencing) and Ethernet (transport and data) technologies and test methodologies.
  • Ability to interpret technical information and provide clear responses appropriate to the intended audience.
  • Able to determine and follow a logical fault-finding process to conclusion to resolve technical issues, escalating where necessary.
  • Able to maintain knowledge of evolving technologies and standards.

 

Competencies

  • Customer-oriented attitude and solution approach.
  • Able to act with autonomy when making informed decisions about how to progress with an issue.

 

Professional Requirements

  • Able to communicate fluently in English; with other languages (particularly French) an asset.
  • Relevant education and/or work experience in the telecommunications sector.
  • Availability for periodic travel.

 

EXFO is an equal opportunity employer

Diversity is an asset that has made EXFO strong since its inception because it enriches us. For more information about diversity and inclusion at EXFO, read our DEI Statement.

For positions located in Quebec, the language requirement is French. However, in the context where the incumbent evolves in an international work environment and where the activities take place mainly outside Quebec, we favor bilingualism as a linguistic requirement.

Do you have questions about this career opportunity or our hiring process? Contact us at careers@exfo.com or, if you are applying for a job located in Mexico, at mexico-careers@exfo.com.

Thank you for your interest in EXFO!

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