Senior Specialist Technical Support NPC

Care 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.
 

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services. 

• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.

• 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.

• Creates ‘complex’ and reuses knowledge management articles.

• 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 rota when needed.

• Provides SW support to service delivery teams, as needed.

• Records time tracking accurately.

• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.

 

Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. 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 non standard 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 in different environments and/or locations.

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

Knowledge & Experience

Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.

 You have:
•   Engineer graduated in Telecommunication/Computer/Software/Electrical Engineering, Information Technology, Computer Science, or equivalent experience
•   Fluent English skills (comfortable in working and presenting in English, other languages are an advantage)
•   Understanding of Mobile Networks, IP Networks and Linux operating system
•   Experience with Implementati