Field Engineer - Traveling - Work From Any US Location

Customer Support Field Engineer

The Customer Support Field Engineer provides on-site implementation and troubleshooting at a customer's Network Operations Center, POPs, or lab. The Field Engineer can support network verification activities and following turn-up of the network provide day-to-day fault management support of the Ribbon based packet optical network. In addition, the Field Engineer can assist in managing the day-to-day process of integrating and implementing new elements of the Client's network. The Field Engineer works jointly with customer's personnel in the following activities:

• Network Verification.
• Support of optical and data link provisioning.
• Provide on-site fault management of the network.
• Physical Installations (Rack and Stacking).
• Commissioning and Solution testing (ATP, use of test equipment BERT).
• Network optical tune-up (optical calibration).
• Installation of new software releases.
• Provide informal customer training.
• Support Customer self-sufficiency transition plan.
• Technical escalation support.

Requirements: This resource requires direct interaction with customers, peers, engineering, and sales. This resource requires in-depth troubleshooting techniques and fault isolation skills. The person should have a hands-on knowledge of packet optical networking technologies and a working knowledge of typical client-side interfaces. In addition, experience with industry standard test equipment including Ge, 10G, 100G, 400G, SONET, and SDH TDM test sets. The job requires that the individual be able to recreate and isolate customer issues in their realm of expertise while working autonomously and with peers. The resource requires (desirable):

• Knowledge of optical DWDM, flex-grid ROADMs, ASON, Layer 2 Ethernet, and Layer 3 IP-MPLS, MPLS-TP, and Network Management platforms.
• Experience with ASON, Unix, Linux, and SDN technologies is a plus.
• Ability to build and maintain strong customer service relationships.
• Ability to lead and drive problems to the appropriate timely conclusion in an effort to resolve and contain customer issues.
• Document issues and produce records appropriate for customer and management for Incident Status Reports.
• Strong organizational and time management skills.
• Ability to produce technical documentation as required for customer and internal use.
• Ability to work flexibly.
• Ability to travel nationally at short notice as and when required.
• Holds a valid driving license.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

ITC Service Group ("ITC") is an Equal Opportunity Employer. We do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.