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Description

Field Applications Engineer-(210000YY)

Primary Location

:RO-RO-Bucuresti

Description

About VIAVI

VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have evolved to keep pace and address our customer’s most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses, and data centers. VIAVI is also a leader in high-performance thin film optical coatings, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.

We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.

Job Overview

Providing remote technical support for VIAVI’s Wireless Business Unit based out of our local TAC (Technical Assistance Centre) based in Romania as a product support engineer for the VIAVI Wireless product family. This includes customer based in EMEA and North America so some shift patterns and weekend work will be required.

TAC Engineers is responsible for day to day first line support to provide remote technical support ranging from configuration issues, customer scripts, remote debugging, product, or feature demonstrations, collecting customer logs and training all to ensuring we provide class leading support to our customer base.

Meeting the KPI’s and SLA’s for individual support request and liaising with our on-site FAE to provide out of hours support and cover for weekend support on a rota basis. Occasional on-site holiday cover may be required seasonally.

Duties/Responsibilities 

Manages the day-to-day functional customer interfaces, primarily in EMEA/USA region:

  • Provide technical support for customer hardware and software support contracts.
  • Support ticket resolution for customer issues and work with relevant customer or internal teams to resolve them.
  • Support new SW delivery and SW upgrades and updates.
  • Be the customer facing technical and product expert for the technologies provided by the Wireless BU.
  • Provide customer training for Wireless BU products and technologies.
  • Qualifications

    Essential skills

  • The successful candidate will be educated to degree level (BSc/BEng or ideally MSc/MEng) or be able to demonstrate comparable suitable experience in an Electronic and Communications engineering subject.
  • Demonstrated experience working with test and measurement equipment in the 3GPP cellular industry for at least 5 years
  • Experience with simulated data generators to support data profiles such as VoLTE, VoNR, VoIP, RTSP, FTP, HTTP, etc.
  • Advanced understanding of LTE/5G NR 3GPP PHY, L2, RRC, and NAS components of the air Interface and how it interfaces to a RAN.
  • Work experience on LTE and 5G NR testing either for handset or base station.
  • Strong understanding of RF technologies.
  • Ability to read and understand 3GPP specifications and IP RFCs.
  • Excellent interpersonal and customer facing skills as well as excellent verbal and written communication skills in English
  • Nice to have

  • Experience of working in multi-country teams will be an advantage
  • Experience in KPIs metrics analysis, RCA, and continuous improvements follow up (PDCA)
  • Experience with O-RAN components
  • Able to work effectively alone, whilst being a team player.
  • Ability to act as a role model to others
  • Ability to work under time pressure and provide good quality work in a timely manner.
  • Must be enthusiastic, a clear verbal and written communicator in the languages relevant to the location of the role.
  • Must be willing to travel.