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Customer Services
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ION IP Optical Networks
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1800000P1X Requisition #
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· Provide technical support for Alcatel-lucent DXC/DWDM and OMSN 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 Alcatel-Lucent organizations to ensure that the products and services delivered by Alcatel-Lucent 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.
 

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.

Education:
University degree in Electronics, computer engineering or equivalent, majoring in electronics or IT.
Languages:
Fluent in English, both in speaking and writing
 
Behavioral:
- 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 DXC/ASON/DWDM & SONET/SDH –Layer-1 protocols
Products : ALU DXC/DWDM and OMSN
· 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.

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