Customer Technical Support Engineer

at  Nokia

FAMILY DESCRIPTION

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

SUBFAMILY DESCRIPTION

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

• Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
• Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
• Provides training to less experienced personnel.
• Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
• Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
• Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
• Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
• Creates ‘advanced’ and reuses knowledge management articles.
• Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
• Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency rota when needed.
• Provides SW support to service delivery teams, as needed.
• Records time tracking accurately.
• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
• A minimum of 3 years and ideally 5yrs of experience in IP telecommunications including demonstrated experience in hands-on IP platform network design, integration / deployment, operational support and/or technical support.
• IP networking certifications from a recognised major IP Vendor (Nokia, Cisco, Juniper etc.)
• Experience on IP telecommunications networking concepts and related technologies
• Customer and service oriented experience, are solution driven and demonstrate accountability and own your outcomes
• Excellent verbal and written communication skills in English
• Accomplished interpersonal skills and a demonstrated team contributor
• Willingness to invest in your own continuous learning.

It would be nice if you also had:

• Experience on Nokia IP platforms products
• Experience on Nokia Optics Products.
• Experience with Network or Element Management Systems (NMS/EMS) and Operational Support Systems (OSS).
• Experience with virtualization concepts and practical application
• Ability to work autonomously, with good organizational skills and process management approaches

Please refer the Job description for details