- 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
Job Description
- 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
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.
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Technical Support Specialist in Southampton employer: EXFO, Inc.
Join a forward-thinking company that values innovation and teamwork, where you will be part of a dynamic IT team supporting a diverse workforce across Europe and the Americas. Enjoy a collaborative work culture that encourages professional growth through exposure to cutting-edge technologies and meaningful projects, all while ensuring a stable and secure IT infrastructure. With a focus on employee well-being and development, this role offers an exciting opportunity to make a real impact in a multicultural environment.
