Short Description
Nokia is looking for a Technical Specialist who can Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues.Job Description
Mission: TAC teams provide customers with a variety of maintenance services, including but not limited to remote and on-site level 2 operations and maintenance support for complex networks including end-to-end multi-vendor, ensuring customer Service Level Agreements (SLAs) are achieved.
Key Responsibilities: - Create and maintain customer relationships on a day-to-day basis. Maintain a high level of customer satisfaction by providing services fully compliant with the SLA.
- Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers. Escalate to subsequent support level as needed. Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation.
- Act as "Outage Manager" by identifying the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations.
- Provide pragmatic and effective recovery. Manage and communicate related risks.
- Provide appropriate follow-up to customers.
- Supply input to and use knowledge management tools. Proactively share knowledge. Ensure every trouble identified is adequately documented for tracking purposes and learning opportunities.
- Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues.
- Interface with product business division (level 3/TEC Technical Expertise Center).
Skills, Knowledge and Processes & Tools:
Leadership Skills:
- Lead courageously
- Lead with authenticity
- Make it happen
- Mobilize teams and grow potential
Functional Skills:
- Adaptability
- Communicate clearly and concisely
- Customer focus
- Decision making
- Managing execution
- Negotiating skills
- Problem-solving
- Verbal communication
Technical Specialist
Mid-Senior-level
Information
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Technology
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Information Technology
Full-time
Other
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Engineering
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Information Technology
Software Engineer
We create the technology to connect the world. Powered by the research and innovation of Nokia Bell Labs, we serve communications service providers, governments, large enterprises and consumers, with the industry's most complete, end-to-end portfolio of products, services and licensing. From the enabling infrastructure for 5G and the Internet of Things, to emerging applications in virtual reality and digital health, we are shaping the future of technology to transform the human experience. A truly global company, we are 160 nationalities working in more than 100 countries. www.nokia.com
To view open positions and to apply, please visit: www.nokia.com/careers