Nokia is a global leader in the technologies that connect people and things.
With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.
Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.
Join our team as
Policy & Charging Product Customer Support Engineer
Within NSW Market Services, responsible for Care Delivery, NOKIA is looking forward enrolling Digital Experience & Networks Customer Support Engineers, providing maintenance and technical support services to NOKIA customers in Europe / Turkey.
Technical Support teams fix issues / tickets raised by NOKIA customers, 24 / 7, remotely and on-site, performing level 1 and 2 operations for complex networks ensuring to meet or exceed contracted Service Level Agreements, Key Performance Indicators and productivity targets.
Within the Customer Support Engineer scope, the following activities are included :
Case reporting and handling, incident follow-up and communication on problem resolution of customer and internal tickets
Emergency and disaster recovery, software service restoration
Post Outage Impact Analysis , documenting outage situations per guidelines to meet contractual root cause analysis obligations
Accountable for delivering all TS services within his / her organization’s scope, consistent with standardized processes and metrics
Accountable for ensuring prompt escalation and notification of major network faults and customer faults, as per guidelines
Accountable for ensuring prompt and regular feedback to customers in relation to on-going issues
Accountable for effective TS services process compliance and process execution
Responsible for operational data quality, accuracy and completeness and initiatives to improve the management of operational data
Ensures Environmental, Health and Safety guidelines and company policies are followed to ensure safety and well-being of sel f
Ensures customer and company directives are properly executed by enforcing local procedures
Liaises with NSW SMEs from the back-end global excellence centers for case restoration, handling and resolution.
Interfaces with 3rd party suppliers whose services contribute to the delivery of TS services ensuring outstanding collaboration
Manages Knowledge Database
Managing customers’ expectations and perceptions
24 / 7 operations (on-call rotation availability is required)
Working effectively with external customers & suppliers in parallel with NOKIA internal support teams & management
Communicate clearly and precisely to peers
Join our team if you have :
Bachelor's degree in computer science, engineering or telecommunications required
Experience in Customer Service and Technical Support is an advantage
Understanding of networking and telecommunications
Strong communicator and relationship builder
Fluency in English oral and written
Ability to excel when under pressure
Self-motivated and team focused
DESIRED competencies :
In depth understanding of core networking
Policy and charging Telecommunications principles , call flows and data processing
Working or detailed knowledge of : OS RedHat Linus - administration and scripting OpenStack, VMware, other virtual and cloud-based solutions DB manipulation and interrogation (TimesTen, SQL, Aerospike, NoSQL) Protocols : TCP / IP, DIAMETER, RADIUS, SOAP
What we can offer :
Being part of an international team
Learning modern technologies
Working closely with customers