FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for Network Management Systems, including TNMS, DNA, INM, and WS-NOC, while adhering to ISO27001 best practices. Capable of building customer relationships and managing outages effectively, with strong problem-solving and communication skills.
Highest-signal resume keywords
Technical Support ExperienceNetwork Management SystemsOptics TechnologyProblem-Solving SkillsISO27001 Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Network Management SystemsTechnical SupportTroubleshootingCorrective MaintenancePreventative MaintenanceDocumentationKnowledge ManagementOutage ManagementCustomer EngineeringAnalytical Skills
Soft Skills
Communication SkillsInterpersonal SkillsCustomer-Centric ApproachProactive AttitudeAdaptability
Tools & Technologies
SalesforceKnowledge Management Tools
Certifications & Qualifications
ISO27001 ComplianceNSA/CAPS Approval
Industry Keywords
NPICustomer EngineeringSLA ComplianceRoot Cause AnalysisTechnical Support Levels
About the role
Key responsibilities & impact- Provide 24/7/365 technical support for Network Management System products, including TNMS, DNA, INM, and WS-NOC
- Troubleshoot and resolve customer issues accurately and promptly
- Diagnose and perform corrective or preventative maintenance actions, escalating to higher support levels as needed
- Maintain and update Salesforce and outage documentation
- Contribute to and review upgrade guides and procedural documentation
- Build and nurture customer relationships while delivering SLA-compliant services
- Act as an Outage Manager by identifying and managing the impact of outages and changes to customer networks
- Document outage situations and meet contractual root cause review obligations
- Provide pragmatic recovery solutions, manage risks, and communicate them to stakeholders
- Use knowledge management tools and share knowledge proactively within the team
- Document troubles for tracking and learning purposes
- Collaborate with internal resources to resolve technical issues
- Interface with the product business division (level 3/TEC) for seamless support and knowledge transfer
Requirements
What you’ll need- A degree in Computer Science or a related field is preferred, or equivalent practical experience in a technical support role
- Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS) is an asset
- Familiarity with NPI/Customer Engineering domain is advantageous
- Excellent problem-solving and analytical skills, with a customer-centric approach
- Strong communication and interpersonal skills, with the ability to build rapport and manage customer expectations
- A proactive and self-motivated attitude, with a willingness to learn and adapt to new technologies
- Ability to work independently and manage multiple tasks in a fast-paced environment
- 5% travel may be required
- Adherence to ISO27001 information handling and safeguarding best practices is mandatory
- NSA/CAPS approval may be required, including for accessing a US customer network
Benefits
Comp & perks- Corporate Retirement Savings Plan
- Health and dental benefits
- Short-term disability and long-term disability
- Company-paid life insurance and AD&D at 2x base pay
- Optional or supplemental life and AD&D insurance for employee, spouse, and child
- Paid time off for holidays and vacation
- Employee Stock Purchase Plan
- Tuition Assistance Plan
- Adoption assistance
- Employee Assistance Program/Work Life Resource Program
- Laptop support with ordering
- Potential incentive/variable compensation for eligible roles