Technical Support Specialist

Job Description:

Key Responsibilities Provide Technical assistance to Customers on Test & Measurement products, primarily on the telephone, but also through email and remote access to devices when required.

Handle common problems independently and manage more complex issues by liaising with internal product specialists when required.

Log all support activities into the corporate ticket system aligning with company policies

Verify and diagnose customer reported issues utilizing EXFO equipment creating a solution where possible

Validate software fixes and improvements

Act as a customer advocate when escalations are required occasionally provide training either web-based or on site Technical Responsibilities Knowledge of various Windows and Linux operating systems

Knowledge of Optical Fibre [PONS, dispersion and referencing}, Ethernet {transport & data} technologies and test methodologies.

Ability to interpret technical information and provide clear and concise responses

Able to follow a logical fault-finding process to find a conclusion to technical issues proactively maintain knowledge of evolving technologies and standards

Competencies

Customer orientated attitude have a solution approach to issues

Be autonomous with resolutions

Professional Requirements Able to communicate well in English, other languages are an asset

Relevant education and/ work experience in the Telecommunication sector

Ability to travel peridoicallyEXFO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.