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.
This position is part of the Nokia Network Infrastructure, Services, Care Delivery team in Wellington, New Zealand and will be providing Level 2 Technical Support services for Optical Networks (Includes Network Elements as well as Network Management Systems) to customers across Oceania (Australia, New Zealand and Pacific Islands).
The primary (but not complete) focus will be on our Optical Networks Product portfolio which include the 1830PSS / 1830PSSnX and Wavesuite systems.
The role requires you to be part of a 24x7 on-call technical roster.
Technical support is performed as contracted with customers which involves meeting defined Service Level Agreements (SLAs). The role requires 24x7 on-call roster duties.
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).
As part of our team, you will:
- Troubleshoot, diagnose, advise, and perform corrective and / or preventive actions to restore & resolve technical issues on Optics products as 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 Optics 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.
- Use and apply Technical Support processes, policies & tools documentation. Contribute to their continuous improvement.
- You may be requested to assist with project work and business as usual activities like stopping and starting applications to allow for OS patching. This may be / out of normal business hours.
- Ensure self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.
You Must have:
• A minimum of 3 years but ideally 5yrs of experience in the telecommunications industry including having demonstrated experience in hands-on platform network design, integration / deployment, operational support and/or technical support.
• Experience with Network or Element Management Systems (NMS/EMS) and Operational Support Systems (OSS).
• Experience on telecommunications networking concepts and related technologies.
• Customer and service-oriented experience are solution driven and demonstrate accountability and own your outcomes.
• Good verbal and written communication skills in English.
• Accomplished interpersonal skills and a demonstrated team contributor.
• Willingness to invest in your own continuous learning.
• Ability to work autonomously, with good organizational skills and process management approaches.
You should have:
• Experience on Nokia Optical Network platforms.
• Experience administering applications on RedHat OS.
• Networking certifications from a recognized major vendor (Nokia, Cisco, Juniper etc.)
• Experience with virtualization or micro service concepts / containers and orchestration including practical application.
• Experience with basic scripting languages like Python or PERL and other SW Development.
• The ability to get police clearance to enable working on customers networks if required.
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.
