Timing and Sync. Customer Support Specialist

In this position, we are looking for a skilled and experienced Level 3 Customer Support Specialist to our Multivendor team with an in-depth background in other original equipment manufacturer Timing and Synchronization products/solutions, such as Oscilloquartz/Adtran and/or MicroChip.

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. 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.

Additionally for our Multivendor team, our scope extends to comprehensive services such as design, commissioning, integration, migration and consolidation. These services are executed on Multi-Technology and Multi-Vendor networks, utilizing structured industrial processes and tools to ensure optimal performance and seamless operations.

• Utilize your Subject Matter Expert (SME) knowledge, analytical skills, judgment and practical expertise to tackle complex problems.
• Engage in troubleshooting, diagnosis, and offer recommendations while executing corrective or preventive actions to address technical issues reported by customers. This includes your participation in a 24x7 on-call schedule.
• Providing timely follow-ups and meticulously updating case investigations in the ticketing support tool and ensure compliance with customer Service Level Agreements (SLAs) and quality Key Performance Indicators (KPIs).
• Collaborate efficiently with additional support levels and, when necessary, liaise with contracted third-party vendors as part of maintenance agreements or customer engineering projects.
• Extend software support to service delivery teams when required, coordinating with various departments for planned events, network consolidation, and upgrade execution.
• Actively contribute and deliver on customer engineering projects, like Network Migration, Network Audit, Change Management (upgrades) and Design Integration Acceptance.

You have:

• Demonstrated hands-on technical support experience with Timing and Synchronization products/solutions
• Good technical knowledge level and experience in a Service Provider/Enterprise environment, working with various synchronization sources (such as Cesium, GNSS, ePRTC) , transport/distribution methods and ITU-T standards. This includes a profound knowledge level on packet-based protocols such as PTP, NTP, Line synch, such as SyncE, E1 etc.
• Understand Customer networks and consequence to services of reported issues or network design.
• Ability to lead and deliver on customer engineering projects deliverables, which can include creating Design documents, Commissioning documents and Method of Procedures and ability to identify & resolve unusual problems outside established procedures or where established procedures have failed.
• Good networking knowledge of transport systems like Ethernet, SDH, Microwave, etc.
• Hands-on experience following ITIL standards for Incident Management, Problem Management, and Preventive Maintenance.

It would be nice if you also had:

• Working experience with Oscilloquartz/Adtran products, like OSA 5430, OSA 5440, OSA 5422, OSA 5401, ENC, etc.
• Working experience with MicroChip products, like SSU, TP2700, TP5000, TP4100, TC4400 and TimePictra.
• Working experience with System integration projects, Deployment, Commissioning or NPI Acceptance.
• Flexibility and willingness to occasionally travel on short trips (less than 10% of the time).

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark