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Ip Networking
6 days ago
**Role Overview**
The Care team supports our customers (in line with contractual service agreements) and internal Nokia stakeholders in pre
- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses. Contains escalation of key issues to appropriate functions.
This position is part of the Nokia Network Infrastructure, Services, Care Delivery team based 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).
- Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
- Has in-depth business knowledge and uses understanding of how relevant areas integrate to achieve objectives.
- Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
- Shares initial ideas for professional direction of own organisational unit.
- Acts as a professional advisor and mentor for staff / workteam / taskforces.
- Provides working leadership and training to less experienced personnel.
- Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
- Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
- Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
- Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
- Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
- Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
- Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contributes to emergency 24*7 rota when needed.
- Provides SW support to service delivery teams, as needed.
- Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
**Scope & Contribution**
Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.
**Innovation**
Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses creative approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set.
**Communication**
Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset. There may be requirements to attend meetings or trainings occasionally our of normal business hours.
**Knowledge & Experience**
Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.
**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 o
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