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Support Engineer (Tier 3) - FNC
Company: Fujitsu - Show all jobs for Fujitsu
Title: Support Engineer (Tier 3) - FNC
Location: TX-Richardson
About Fujitsu Network Communications
Fujitsu Network Communications Inc. is an innovator in Connection-oriented Ethernet and optical transport technologies, and is a market-leading provider of SONET, WDM, and packet optical networking solutions. Fujitsu enables its customers to migrate to fully converged packet optical networks that improve performance and profitability. Over 400,000 Fujitsu network elements have been deployed by all major carriers across North America. Fujitsu maintains a longstanding and highly-regarded position as a market leader by providing best-in-class data networking solutions optimized for Ethernet aggregation, transport and service delivery. For more information, please see:http://us.fujitsu.com/telecom.
We are seeking a Support Engineer to provide Tier 3 support in our Richardson, TX office. This position requires a highly motivated individual to perform on-going Product/Engineering support for Optical Transmission and Data Communications Systems.
Work assignments are complex in scope and require the application of advanced engineering theory, methods and techniques to the resolution of complex technical problems. Work typically involves planning and directing a major phase of design or development and the coordination of the efforts supporting the project. Work involves the analysis, evaluation and planning of approach and procedural solutions to complex technical problems. Diagnose and solve technical problems in multi-tier customer networks. Must understand all aspects of a public communications networks including fault, performance, and interconnect transition services. Provide system status to field technicians and all levels of management. Use common software applications to display, maneuver and report on network events in a real-time mode. This engineer may conduct tests and investigations of a complex nature in the design, development or evaluation of devices, systems or applications. This engineer may act as a project leader for a major portion of complex technical projects requiring the engineer's ability to establish direction and parameters of investigation and his/her ability to determine needs for equipment and supplies required to complete a project.
Responsibilities include:
* Provide escalated level support for internal and external customers and support engineers on escalated service orders.
* Troubleshoot complex, critical problems on equipment and networks by phone or at the customer site.
* Develop Methods of Procedures (MOP) in the areas of system migration and troubleshooting of live traffic networks.
* Provide in depth technical support to customers and internal departments. Including identifying problem sources such as customer outages and recommending solutions.
* Provide technical training to staff prior to product releases.
* Perform network configurations and answers questions that are not routinely handled by the Technical Assistance Center.
* May assist Product Support with lab evaluations to simulate equipment or software failures to investigate solutions and identify preventative maintenance procedures.
* May write or perform Product Change Notices (PCN) as required by customer specifications including hardware and software upgrades or system adjustments.
* May represent the company during customer demonstrations, lab and field trials to ensure acceptance of new products or software releases into customer networks.
* Solve complex problems through direct analysis of collected data. Consult with other technical services of FNC engineers to resolve complex system anomalies.
* Work with Product Support to establish a working knowledge of the new products before they are released to the customer as generally available.
* Work as the Interface between TAC and other FNC organizations to resolve complicated customer issues.
* Assist Product Support with first office applications with new products as required.
* Review documentation for technical accuracy on new products.
* Provide on-site troubleshooting to resolve a customer issue.
* Provide written Method of Procedure for field projects.
* Investigation of complex or unexplained customer problems to verify validity and generation of engineering investigation requests, on Call rotation.
* Must possess better than average verbal and written communication skills.
* Travel required - up to 60%
* BS degree, preferably in Telecommunications
* CCNA or higher preferred
* 5 years relevant experience
* In depth knowledge of SONET, DWDM, ETHERNET, and data communication networks.
* Broad working knowledge of Network Management and Monitoring systems.
* Hands-on experience troubleshooting complex telecom and data com equipment and networks.
* Experience working with end-customers for product evaluations and resolutions of product field issues.
* Experience generating and executing product evaluation test plans.
* Strong interpersonal and communication skills -written and verbal
* Willingness & ability to travel up to 60%
City: Richardson
State: TX
Zip: 75080
Country: United States of America
Area Code: 972
Job Channel: USA-TX-Dallas/Ft. Worth Metro TV/Film/Video/Radio
Posted: 11/30/09
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