Technical Support Engineer

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.

Qualifications

• 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.

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.