Job description

Your Job

Provides troubleshooting support services including receiving requests via help desk, phone, email, or in-person, entering requests into ticketing system, troubleshooting, and resolving problems, and is the primary technical resource for the support team responsible for solving complex network or systems level issues and conducting equipment installation/ configuration/ integrations.

What You Will Do

Provide Remote or On-Site Support
Troubleshooting and Debugging
Operation & Maintenance
Monitor tickets 24x7, respond to customers per SLA and notify technical support team in time. Collaborate with customers to clarify/ identify faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution.
Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, and software bring-up.
Support technical interchange meetings and program plans development relating to problem analysis, engineering dispositions and in-house technical support. Review the complexities of the technical issues, help define design deficiencies, and provide product feedback to R&D teams.

Who You Are (Basic Qualifications)

Fluent English reading, speaking and writing skills are required
BS Electrical Engineering or Computer Science degree or equivalent required
3+ years of customer facing experience
Knowledge and understanding of the OSI Network Reference Model, Optical communication(DWDM/SDH/OTN/MSA) and Network Management Protocol(SNMP/SDN) is required.
Experience on debugging issues in the Unix/Linux environment is required.
Require documentation and inductive capabilities. Good at summarizing and summarizing typical customer cases, writing process documents, debugging manuals, etc

What Will Put You Ahead

Experience with writing script( Python, Tcl and VBA etc.);
Be a resourceful initiative-taker, working independently without direct supervision in a fast-paced entrepreneurial environment with ability to adapt to changing circumstances.;
Possess expert level of knowledge and customer applications of network hardware, software, and configuration in optical communications systems with the latest technological trends

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

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