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Policy & Charging Product Customer Support Engineer

📁
Customer Services
💼
NSW Nokia Software
📅
20000002M7 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.

 

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
 
Responsibilities:
  • 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 self
  • 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
 

MAJOR CHALLENGES

  • 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:
  • Career opportunities
  • Being part of an international team
  • Learning modern technologies
  • Working closely with customers
 

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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.