Customer Care Engineer

Nokia
Πλήρης απασχόληση Μακρινός
Εργασία εξ αποστάσεως
Job Description

Come create the technology that helps the world act together

We are a B2B technology innovation leader pioneering the future where networks meet cloud.

At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.

Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.

Care (CAR) comprises the support of 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 on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

How You Will Contribute And What You Will Learn

As part of the team, you will:

  • Provide remote operation and maintenance support for complex network applications and end-to-end multi-vendor networks.
  • Lead and resolve complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.
  • Use advanced analytical skills to solve complex problems or problems that do not have routine solutions and take a new perspective.
  • Provide configuration support, network element deployment support, maintenance release, and software update deployment.
  • Provide remote recovery support in the event of an out-of-service condition.
  • Provide expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.
  • Collaborate within the FN Care organization in case of difficult or time-critical problems or needs due to configuration control.
  • Identify, reproduce and characterize defects and collaborate promptly with R&D teams for fixes.
  • Maintain interfaces with customer's technical personnel ensuring smooth information flow about reported problems and their resolution status as well as other activities with the customer.
  • Perform 24x7 customer support.
  • Ensure SLAs are met for escalated case.
  • You will be focus and support customer´s Majors Nokia Products, which includes: 7302, 7330 ISAM, 7360 GPON, 7368 ONT, 5520 AMS, 5529 SDC, 5571 PCC, Altiplano.

Required Skills

KEY SKILLS AND EXPERIENCE

  • Customer orientation and stress tolerance
  • Strong oral and written communication skills
  • Adaptable/versatile in performing a variety of functions
  • Work effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services
  • Good knowledge of Networks and Infrastructure (Ethernet, TCP/IP, routing)
  • Knowledge of Fiber/Copper Based Telecommunication
  • Experience or understanding of Docker/Kubernetes and related technologies

Following skills are a plus:

  • UNIX/Linux, including shell scripting, networking, storage, and general administration
  • Basic knowledge of Virtualization systems (e.g. VMware or Open stack)
  • SDAN and Altiplano Product knowledge

Benefits:

  • We provide a comprehensive private life and medical insurance plan to safeguard your well-being and that of your family.
  • As part of our commitment to your health, we offer an annual medical check-up program.
  • We offer a pension plan to help you plan for your future and ensure financial security after retirement.
  • Enjoy the convenience of a ticket restaurant e-card, which can be used at various restaurants and eateries according to our policy (currently at €120 monthly)
  • You will be provided with a company mobile device and subscription to stay connected and efficient in your work.
  • We offer company bus transportation to facilitate your daily commute to and from work.
  • Benefit from flexible working hours and the option to work in a hybrid or remote mode, providing a better work-life balance.
  • Receive a one-time payment of €350 as cash support for hybrid or remote mode arrangements.
  • Take advantage of our Personal Support Service, which provides confidential and professional support and guidance on a range of emotional, practical, and work-life topics.
  • Participate in Nokia's voluntary employee share purchase plan, allowing you to share in the company's success.
  • Our Employee Recognition program, "Everyday Excellence," acknowledges and rewards outstanding contributions. You can redeem awards through our online store.
  • Earn a generous referral bonus of €2.000, one of the highest in the market, for referring qualified candidates to join our team.
  • Enjoy 90 calendar days of paid leave for the arrival of a new child.
  • Engage in social clubs and cultural activities organized by the company to foster a sense of community and well-being.
  • E-Learning Platforms: Access renowned e-learning platforms such as NokiaEDU, Harvard ManageMentor, and LinkedIn Learning for technical training and personal development.
  • We provide ample opportunities for career growth and development, including training programs and mentorship initiatives.

About Us

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

What we offer

Nokia 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 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

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.

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