IP Technical Support Engineer – Nokia

Titulo da Vaga: IP Technical Support Engineer

Localização: Rio de Janeiro – RJ

Descrição da Vaga: Job Category: Customer ServicesDegree Level: Bachelor’s degreeJob Description: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.You will be part of IP Care Delivery team that provides 24x7x365 support and assistance for the delivery of Technical Support Services in the region, ensuring excellence in service delivery (committed customer SLAs – respond, restore, resolve) whilst also achieving optimal case-handling efficiency. On top of this, the team will be handling Incident Management, Customer Escalations, periodic ticket review with customers and being the first point of escalations for Care related issues for internal and external customers in Brazil market.Responsibilities:

• Provide L2 remote technical support on internal & external service requests.
• Being part of technical support engineers who provide CTS/CTA functions:

• Provide 24×7 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.

Qualifications:

• 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.

About Us:Come create the technology that helps the world act togetherNokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to workWhat we offerNokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.Nokia is committed to inclusion and is an equal opportunity employerNokia 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

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.Join us and be part of a company where you will feel included and empowered to succeed.About the Team: The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

Nome da Empresa: Nokia

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