Nokia IP technical Support Engineer 

Brazil 

399876298

You will play a key role in the NI Care delivery Americas IP Organization, reporting directly to the NI Care Manager- Brazil, being part of IP Care Delivery team in Brazil.

You will be recognized and acknowledged as a Subject Matter Expert across the broad IP Networks product portfolio, combining deep technical expertise and proficiency together with the highest-level of soft-skills, to deal the most challenging IPN technical issues across the region.

• Provide L2 remote technical support on internal & external service requests.
• Being part of technical support engineers who provide CTS/CTA functions:
  • Provide 24x7 Incident Management for customers in Brazil
  • Manage customer experience during outage
  • Provide assistance and escalation support to TAC during outage
  • Ensure outage data in SF is accurate for TL9000 and internal reporting
  • Assist with ticket follow-up through restoral/resolution/closure
  • Coordinate and deliver RCA reports to Customers
  • Lead Customer escalation management
  • Lead customer ticket review meetings to ensure SLAs are met
  • Analyze and deliver service delivery performance reports
  • Ticket/Hot Issue management and prioritization
  • Assist support teams with customer network knowledge/language translation
  • New customer orientation (support portal) and readiness for support (i.e. remote access, processes)
• Manage and mitigate "end to end" risks on customer Service Level Agreements (SLAs) while maintaining high level of customer satisfaction.
• Analyse Technical Support activities and provide recommendations for continuous improvements.
• Interact and communicate with the Customers, when required.
• Promote and support the usage of the various tools developed by SBU NI Care team and others, to drive case efficiency & service excellence.
• Ensure all Global Processes are well communicated and adhered to by the team.
• Develop trust and maintain good relationships with customers and partners.
• Build, Strengthen and Maintain key relationships with the broader Care community in the region eg. NI Care Delivery Country / Cluster Leaders, Program Office, Business Office etc.
• Build, Strengthen and Maintain key relationships with the various PU (L3 TEC and R&D) communities and leadership to ensure the highest levels of collaboration and teamwork focussed on Service Delivery goals & objectives.
• Build, Strengthen and Manage key relationships and stakeholders within the RBC / BC Community across the region, balancing the needs & demands of our customers and the RBC / BC, with the committed SLAs and the capabilities / capacity of the IPN L2 Care RDC.

• Degree in Computer science, information technology, network engineering, or Telecommunications engineering.
• Around 5-9 years recognised and acknowledged subject matter expertise across the broad IP Networks product portfolio, combining deep knowledge of theory and years of applied practical experience.
• Excellent interpersonal, networking and customer & internal stakeholder management skills with proven application in current/past roles.
• At Least advanced English skills.

It would be nice if you also had:

• A thorough understanding of the Care Business, from Pre-sales / Business development through to Post-sales implementation, with a knowledge of tendering on Services / maintenance requirements.
• Good understanding, knowledge and appreciation of other parts of the NI Business outside of IP Networks ie. Optical Networks and Fixed Networks, to work on cross-NI issues and potential business opportunities and efficiencies.
• Good understanding, knowledge and appreciation of other parts of the Services Business ie. Professional Services, Deployment Services and so on, to identify and enable cross-SBU business opportunities.

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