Provides 24/7 technical support for network management system products, troubleshooting customer issues, performing corrective and preventative maintenance, and escalating complex problems. Manages outages, documents root causes, develops recovery solutions, maintains Salesforce and procedural records, and ensures SLA compliance. The role also supports knowledge management, customer communication, and collaboration with higher-level product and engineering teams.
At Nokia, we strive to create a connected world, and our Network Infrastructure Business Group leads the way in providing reliable and high-capacity networks. As a Technical Support Engineer, you will be at the forefront of our technical support operations, ensuring our customers receive exceptional service and support. Your expertise will be instrumental in maintaining and enhancing our reputation as a trusted partner for critical network infrastructure.
Responsibilities- Provide 24/7/365 technical support for NMS products, ensuring timely and accurate troubleshooting and resolution of customer issues.
- Diagnose and perform corrective or preventative maintenance actions, escalating to higher support levels as needed.
- Maintain and update Salesforce and outage documentation, contributing to and reviewing upgrade guides and procedural documentation.
- Build and nurture strong customer relationships, ensuring high satisfaction through SLA-compliant services.
- Act as an 'Outage Manager', identifying and managing the impact of outages and changes to customer networks.
- Ensure comprehensive documentation of outage situations, meeting contractual root cause review obligations.
- Provide effective and pragmatic recovery solutions, managing risks and communicating them to relevant stakeholders.
- Supply input to and utilize knowledge management tools, sharing knowledge proactively within the team.
- Adequately document all troubles for tracking and learning purposes, collaborating with internal resources to resolve technical issues.
- Interface with the product business division (level 3/TEC) to ensure seamless support and knowledge transfer.
- A degree in Computer Science or a related field is preferred, or equivalent practical experience in a technical support role.
- Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS) is an asset.
- Familiarity with NPI/Customer Engineering domain is advantageous.
- Excellent problem-solving and analytical skills, with a customer-centric approach.
- Strong communication and interpersonal skills, with the ability to build rapport and manage customer expectations.
- A proactive and self-motivated attitude, with a willingness to learn and adapt to new technologies.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- 5% travel may be required for this role.
- Adherence to ISO27001 information handling and safeguarding best practices is mandatory.
- Nokia is an equal opportunity employer, and we value diversity and inclusion in our workforce.
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Learn more about life at Nokia.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
Some of our benefits in US:
- Corporate Retirement Savings Plan
- Health and dental benefits
- Short-term disability, and long-term disability
- Life insurance, and AD&D – Company paid 2x base pay
- Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
- Paid time off for holidays and Vacation
- Employee Stock Purchase Plan
- Tuition Assistance Plan
- Adoption assistance
- Employee Assistance Program/Work Life Resource Program
The above benefits exclude students.
Disclaimer for US/Canada
Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity. Check the salary ranges in the job info section for this role.
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.
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