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Ip Customer Support Specialist

1 month ago

Wellington City, New Zealand NOKIA Full time

**Come create the technology that helps the world act together**

Nokia 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 work.

**The team you'll be part of**

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.

This position is part of the Nokia Network Infrastructure, Services, Care Delivery team in Wellington, New Zealand and will be providing IP technical support to customers in New Zealand and Pacific Islands.
Technical support is performed as contracted with customers which involves meeting defined Service Level Agreements (SLAs). The role requires 24x7 on-call roster duties, including outage engineer responsibilities.
Close working relations with both the customers and internal Nokia staff are key. Nokia staff include, but are not limited to, regional Technical Assistance Centre (TAC), global Technical Expertise Centre (TEC) and Customer Technical Advocates (CTAs).

**What you will learn and contribute to**

Are you passionate about solving problems?

As part of our team, you will:

- Troubleshoot, diagnose, advise, and perform corrective and / or preventive actions to restore & resolve technical issues on IP products reported by customers.
- Engage and collaborate promptly with additional tiered support levels, as needed and in some cases, collaborate with contracted third party vendors in the maintenance agreement for issues resolution.
- Maintain a high level of customer satisfaction by ensuring customer Service Level Agreement (SLA) compliance as well as managing & building customer relationships with appropriate follow-up & documentation.
- Provide 24x7 on-call roster duties on IP products to Nokia customers.
- Perform as a Certified Outage Technical Engineer (COTE) to qualify outage impact and restore service efficiently and within the required timeframe.

**Your skills and experience**

**You have**:

- A minimum of 3 years and ideally 5yrs of experience in IP telecommunications including demonstrated experience in hands-on IP platform network design, integration / deployment, operational support and/or technical support.
- IP networking certifications from a recognised major IP Vendor (Nokia, Cisco, Juniper etc.)
- Experience on IP telecommunications networking concepts and related technologies.
- Customer and service-oriented experience are solution driven and demonstrate accountability and own your outcomes.
- Excellent verbal and written communication skills in English.
- Accomplished interpersonal skills and a demonstrated team contributor
- Willingness to invest in your own continuous learning.

**It would be nice if you also had**:

- Experience on Nokia IP platforms products.
- Experience with Network or Element Management Systems (NMS/EMS) and Operational Support Systems (OSS).
- Experience with basic scripting.
- Ability to work autonomously, with good organizational skills and process management approaches.

**What we offer**

Nokia offers flexible and hybrid working schemes, 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 employer**

Nokia is committed to inclusion and is an equal opportunity employer

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
- LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia’s employment decisions are made regardless of race, colour, 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.