Technical Care Specialist 3

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.

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.

• Shares initial ideas for professional direction of own organisational unit.

• Acts as a professional advisor and mentor for staff / workteam / taskforces.

• May lead technical projects with manageable risks and resource requirements or small teams.

• Provides working leadership and training to less experienced personnel.

• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.

• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.

• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.

• Interacts with customer for complex cases, providing workarounds, etc.

• Ensures SLAs are met for escalated cases.

• Leads the Root Causes Analysis (RCA) analysis and report creation.

• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.

• Supports technical activities in early product phases (releases, pilots, trials and early projects).

• Creates and approves knowledge articles (author, reviewer, approver, coach).

• Communicates internally and externally with customers, R&D and 3rd party vendors.

• Creates technical documents and guidelines.

• May work as a key user for care tools.

• Performs system level product competence training and knowledge transfer across team.

What you will learn and contribute to

· Provide technical support for NOKIA 1830 PSS (OTN) products.

· Guarantee the highest satisfaction level of the customer through the SLA (Service Level Agreement)

· Diagnose and solve customer’s problems remotely.

· If necessary, start an on-location intervention via the intervention centre

· If necessary, coordinate with product expert, - Give information on incident and end it

· Analysis, diagnosis and neutralization of problem reports in the customer's network remotely and some rare on site interventions are likely as well.

· Reproduce system Test Specifications, Performance Test Specifications, Test Plans, and other documentation as product recommendation.

· Reproduction of customer problems in lab environment (if needed & if possible)

· Rotation in hotline support 24*7 (on call duty)

· Establish support channel with the global TSC teams, Optics L3 TEC, Services PLM and other NOKIA organizations to ensure that the products and services delivered by NOKIA are best in class.

· Think "out of the box" for potential improvement initiatives in order to meet future technical and customer related requirements

· Provide technical leadership, experience, and information to peers as required.

· Customer Focus, Adaptability, Manage Execution, Foster Open Communication, Search to Learn Continuously.

· Cross-functional and multi-cultural team work

· Engage in proactive activities to train the customer or to check on the sanity of the network.

· Must have excellent knowledge of DWDM / OTN and GMPLS.

Education:

University degree in Electronics, computer engineering or equivalent, majoring in electronics or IT.

Languages:

Fluent in English, both in speaking and writing

Behavioural:

- Strong analytical and problem solving skills

- Creative and resourceful, assertive, customer first attitude
- Uses language as a tool to troubleshoot, to explain and to negotiate
- Can cope with pressure, stress resistant

Flexibility:

Willing to participate in 24x7 on-duty service, on rotational basis.

Technical:

Must have knowledge of the ASON/OTN,

Products : NOKIA DWDM/OTN 1830 PSS

· 1-2 year experience on EoSDH and basic LAN/WAN/Networking concepts.

· Knowledge of Unix/Linux, Perl scripting and VBA macros preferable though not mandatory.

BG: Network Infrastructure

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

Team and role description:

An exciting opportunity to work in the ever-changing Telecommunication Industry. As a member of 1830 PSS gTAC, for our NI Network Infrastructure. You will be a part of a team whose objectives are to deliver in an environment where openness, trust and autonomy are encouraged, each team member selects the tasks to work on and exchanges daily with his/her team mates on the progress and challenges.

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