Senior IPT Customer Support Engineer at Nokia

Job Responsibilities

• Act as customer’s interface for advanced Care service delivery and support, often in several areas/countries if requested. Work with large and / or complex projects or troubleshooting cases. Scope is often solution/system level.
• Provide advanced technical support for queries (customer & internal), according to customer contract and internal support model.
• Leading role in complex troubleshooting cases, including 3rd party equipment and Multivendor Interfaces.
• Responsible for meeting contracted response times.
• Responsible as technical customer contact.
• Handles technical requests, provides understanding of customer’s network configuration, co-ordinates resolution delivery.
• System tracing and protocol flow analysis, expert in utilizing troubleshooting tools.
• Consultancy type of activities: Applies customer understanding in customer relationship building, opportunity identification especially in Care phase.
• Lead and provide Expert Support services (such as MV, IP, Expert Support, Preventive Care, On-line SW Change Service, Launch Support, Tailored Technical support, Special Event support).
• Lead complex technical activities such a SW upgrades, technical audits and Swaps.
• Responsible for technical support in early product release phases (pilots, trials and early projects).
• Feedback and co-ordination with other service business lines (like Network Planning, System Integration).
• Implement parametering in the NE's/sub systems, understands KPI and is capable to improve the e2e performance of the system. Feedback and co-ordination with other service units (like Network Planning and System Integration).
• Project management duties (e.g. planning of a subproject or special Care projects, technical manager substitute, managing subcontractors).
• Network expansion activities up to multi-interface level.
• Lead & plan technical / customer system acceptance testing and feature testing.

In case handling process the scope of work depends on role assigned to an engineer as below

As Customer Support Engineer In CSC

• Acts as first point of contact for customer, receives and validates the case, collects case info using analytical troubleshooting methods
• Provides workaround or solves the case through Knowledge Re-Use
• Supports implementation of preventive proposals
• Dispatches the case to TSC
• Manages customer communication on case level through the case lifecycle, acts as Care Program Manager deputy with case communication

As Emergency Support Engineer (ESE), Typically Located In CSC

• Works on EMC Front End
• Receives the EME case, assess severity and collects information and symptoms needed for technical analyses and activating emergency engineer on duty rota
• Leads the e2e restoration activities
• Reports the incident progress throughout the case lifecycle
• Ensures the EME case data and reporting quality

As Technical Support Engineer In TSC

• Performs system level or complex case troubleshooting
• Defines, tests and delivers resolutions and workarounds for complex cases
• Transfers customer faults to Maintenance R&D independently, coaches TSC engineers for Maintenance R&D
• In Lead TSC Engineer role manages and coordinates troubleshooting phase activities (e.g. in troubleshooting teams, involved engineers in TSCE role)
• Provides the content for customer communications and direct customer discussions independently

As Emergency Engineer (located In TSC Or Local/regional Rota)

• Works on critical incidents on emergency rota
• Leads the e2e technical troubleshooting activities
• Neutralizes and restores the working state of the system"
• Provides updates of incident progress throughout the case lifecycle
• Provides information for RCA/ preventive analysis purposes

Job

fNokia Technical Support Services

Primary Location

Europe, Middle East, Africa-Kenya-Nairobi

• Level 4:
  
  • Operation & Maintenance Support
  • Implementation
  • Trials and Pilots Support
  • Case Handling (troubleshooting) Care
  • ECC Process & Tools Knowledge
  • IP Competence (Care)
  • Solution & Network competence (Care)
  • Online SW Change Service
  • Preventive Care
  • Expert Support
  • Knowledge Management (Care)
  • Service Excellence
  • Customer Relationship
  • Communication Skills (Care)
  Level 3
  
  • Multivendor Competence (Care)
  • Technical Management (Care)
  Juniper Certifications Are a Must
  
  • JNCIP-SP – Professional, Service Provider
  • JNCIS-SEC - Specialist, Security
  • JNCIS-M/T - Specialist, M/T Series
  Added Certification: JNCIS-ER - Advanced Juniper Networks Routing in the Enterprise
  
  • CCIP - Cisco Certified Internetwork Professional (BGP,MPLS,QOS,BSCI)
  • CCDP - Cisco Certified Design Professional (ARCH,BSCI,BCMSN)
  • CCNP - Cisco Certified Network Professional (BSCI,BCRAN,BCMSN,ONT)