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Customer Support Specialist NGN & Switching

📁
Customer Services
💼
FN Fixed Networks
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19000007G2 Requisition #
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.
Nokia is an equal opportunity employer that is commited to diversity and inclusion.
At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
 
Description:
 
The Nokia Fixed Networks Care organization is seeking a highly skilled, self-motivated engineer to provide direct customer relationship management and technical support for the Local Care Center/Technical Support organization as a Customer Success Engineer.
 
As a Customer Success Engineer, you will be responsible for providing world class post-sales technical leadership to our client base. Working directly with customers, you will be the subject matter expert on the Nokia Fixed Networks products and solutions and will establish and maintain strong relationships throughout the customer’s lifecycle.  We are seeking a support engineer specifically in the area of NGN Switching technologies.
 
Responsibilities 
  • Serve as the primary/key technical resource for Nokia Fixed Networks customers. Timely interaction with customers and internal teams requesting support
  • Take ownership of post-sales technical issues, working with cross-functional teams to document problem resolution steps and troubleshooting procedures
  • Function as the frontline technical resource for customer “best practices” and customer questions
  • Provide advice and guidance as the Fixed Networks subject matter expert to ensure successful ongoing usage and adoption of our technologies.
  • Engage with product management and engineering as a customer advocate to ensure speedy resolution of customer issues and influence product roadmap
  • Undertake discovery and education activities to identify additional opportunities for Fixed Networks solution usage across organizational functions and processes
  • Develop metrics and reporting to understand key customer needs and trends. Create deliverables outlining data driven metrics showcasing customer value
  • Must be able to communicate business and technical value to all levels of management
  • Expect some travel to customer locations (~20%)
 

Qualfications:

School grade: Engineer In Computer Systems or In Communications and Electronics or In Electronics specialized in Computation or Similar.

Knowledge on:
- NGN, Switching, PSTN.
-Knowledge of CORE NGN and IMS handling of SW and HW router/switch, MGC, TKGW. And their interoperability.
- Manage concepts/topology as Point of Interconnection; Carrier ;
- Fixed telephony supplementary services knowledge (CCBS, 3pty conferencia, PBX, IPBX). And Billing records; CDR process (for fixed Switching central office, NGN/IMS).
-Management of the Linux / Solaris protocol. Soleo / SMP / SipSerouting management; fixed network telephony Interconnection; Number Portability rver Bck / SQL - Knowledge TCPIP, IP, VoIP, SIP, H248 and network / lan topologies.
- Knowledge N7 Signalling and environments
- Experience on Remote Technical Support and On Site Technical Support for NGN, IMS core and/or Switching technologies ( HW&SW troubleshooting, traces, SW & HW upgrade/downgrade, Installation)
- Versatile, Self-starter
- Ability to communicate with the client. Management of internal conflicts and with the client
- Work under pressure,
- Works well within a team
- Availability to work in different time schedules.
- English language 85% or more.
- Availability to travel in and out of Mexico City.
 
 

 

Nokia is an equal opportunity employer that is committed to diversity and inclusion. At Nokia, employment decisions are made regardless of sex, gender identity or expression, sexual orientation, race, ethnic origin, color, creed, religion, national origin, citizenship, age, marital status, physical or mental disability, genetic information or ancestry, protected Veteran or military status, or other characteristics protected by law.

 

 

 

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Nokia is an equal opportunity employer that is committed to diversity and inclusion. At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.