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 peridoically

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