Technical Support Engineer IV

Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition has been the foundation of the Fujitsu’s success since its inception.  In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value.  Fujitsu wants innovators like you!

Fujitsu Network Communications, Inc., is a trusted partner to a broad spectrum of customers across all industries, enabling them to realize the maximum value from their communications networks. We are a market-leading U.S.-based manufacturer of network equipment and a top U.S. patent holder in optical networking. Our solutions combine the best wireline, wireless, and software technology with extensive multivendor services expertise to deliver custom, end-to-end network integration and management solutions. For more information, please see http://us.fujitsu.com/telecom, connect with us on LinkedIn at www.linkedin.com/company/fujitsu-network-communications, and follow us on Twitter @FujitsuFNC.

We are currently seeking a Technical Support Engineer IV (TSE) who will be an on-shift Optical TAC Escalation, this person will be responsible for handling customer technical issues escalated by Frontline Personnel. We are looking for an individual with advanced skillsets in optical hardware/software multi-level troubleshooting, fault isolation, resolution, and eagerness to help the customer and be part of this dynamic Services operations team.

This is an opportunity to work as part of our Escalation team, it is a skilled position in development of a selected person to join our team as an optical subject matter expert. The selected candidate must possess advance knowledge in Fiber Optics to include layer 1 and layer 2 networking. Advanced working knowledge of Routing and Switching is also highly desired.  Candidate must have previous Technical Assistance Center experience with customer interaction utilizing soft-skills in a fast pace environment, via phone.

Responsibilities

• This position takes customer technical escalation calls from frontline engineers for optical hardware/software issues.
• Majority escalations are related to Fujitsu’s optical technology portfolio (Flashwave, 1Finity, Flexihaul)
• Troubleshoot network issues via telephone with customers while using video conference tools
• Work with internal engineering, assist Product Support with ongoing customer engagement after escalation
• Update and maintain customer communication up to resolution
• Create simulations of customer experienced issues in lab for investigation
• Document and execute validation test plans on hardware, software, plug-ins, and operating system
• Perform software and hardware upgrades in a lab environment
• Assist customer remotely with hardware upgrades in production environment
• Work with internal training organization in regards to consulting on knowledge creation for TAC
• Development of knowledge transfer material to work with TSE’s on in lab environment
• Night shift, must be shift flexible to meet business needs

Qualifications

• Degree in computer Science and/or 5+ Years with working experience in telecommunications
• Advanced knowledge Fiber Optic Networking (WDM/OTN/Ethernet/SONET/MPLS).
• Working knowledge in IP protocols (OSPF, BGP, IS-IS), MPLS, Ethernet, Routing, and Switching
• Expertise in Fujitsu optical portfolio (Flashwave, 1Finity, Flexihaul) highly desirable
• Working knowledge in network virtualization and cloud technologies
• Strong written and verbal communication skills – both for customer interpersonal & internal R&D teams
• Flexibility to work on any shift, to include weekends and holidays to support on-call projects when required
• Detailed analytical abilities and technical writing skills
• Sincerity and eagerness and sense of urgency to help the customer
• Software automation skills of scripting and industry certifications are added plus
   

At this time, Fujitsu Network Communications will not sponsor a new applicant for employment authorization for this position. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners.

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