Nokia & NI Customer Technical Support Engineer 

United States 

32220604

Key Responsibilities:

• Perform Periodic (weekly, monthly) ticket/case review meetings
• Quarterly Business Review overall ticket data preparation including SLA performance
• Monitor customer Service Level Agreement performance metrics
• Quarterly Business Review specific ticket summary and action plan for hot issues
• Escalation management for tickets not progressing as expected or are technically challenging to resolve
• Ensure customer support cases have been assigned appropriate Severity/Priority and communicate to support delivery team for proper level of attention
• Outage Service Failure Reports (SFR) and Root Cause Analysis (RCA) requests for the an outage, incident or hot issue (led by the Incident Manager in the case of outage)
• Monitor Nokia Product Alerts and inform the customer of applicable information
• Assist with licensing issue(s) using ASLM
• Assist with escalations for entitlement issues / login administration
• Assist with tracking RMA/DOA’s
• Attend internal and customers meetings as required
• Provide Technical Support engagement training and knowledge transfer related to case/ticket management including best practices for processes and services
• Support Portal process guidance
• Be part of a 24x7 engineer rotation to respond and support outages. The on-call team is comprised of at least 3 engineers on a weekly rotation with a frequency of approximately 1 week of on-call occurs per month. This is subject to a standard compensation policy.
  

Required Qualifications:

• General knowledge of telecommunications products / industry
• 10 years of related experience
• Undergraduate degree in Engineering, or equivalent level of education / experience
• Familiarity with the Nokia NI IP/Optical suite of products or similar other-vendor products
• Strong communication skills (technical, business acumen)
• Ability to work remotely with customers and internal teams (technical and non-technical)
• Ability to work as part of 24x7 weekly on-call rotation with expectation of several hours per week out-of-hours when on-call
• Ability to multitask and interact with multiple customers
• Working knowledge of Microsoft Office Suite of applications
• Desire to work within the team together and to work with other Nokia teams.
• Ability to travel on a few occasions for customer meetings
  

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

• 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