Service Engineer

Job description

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things. Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.


POSITION OVERVIEW 

- Resolve the TTs involve/escalated either by the network fault management teams, Customer or Vendor Support Organization.
- Develop/Facilitate Root Cause Analysis documentation and reports to internal and external teams of the RCA findings
- Establish and execute preventative maintenance routines and analyze results for proactive activities to prevent incidents.
- Play the role of Technical Outage Manager, if required, to ensure effective coordination of resources involved in trouble resolution.
- Ensure successful implementation of permanent fixes in the network by creating emergency Requests For Change (RFC) according to customer-defined procedures. If appropriate, participate on RFC review boards in order to approve planned activity.
- Provide ongoing support to Service Analysts with respect to refresher training; training on new features or technologies; lessons learned, expert trouble-shooting advice.
- Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on issues reported by customers.
- Provide in depth investigation of critical escalated issues.
- Provide technical support to all the Service Delivery teams.
- Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
- Know fundamentals and principles of telecommunication networks 2G / 3G / 4G, xDSL, SDH,

OTHER INFORMATION 

• Job type: Full time, Business hours, On call
• Benefits: meal tickets, meal allowance, gift tickets, medical services, risk insurance, sports and wellness, children education, transportation and parking, benefits from agreed partners 

Qualifications

Degree/ Diploma related to telecommunications, electronics, computer science or equivalent relevant experience;
At least 3 years of experience in network operations, maintenance and / or technical support activities;
In-depth knowledge of wide range of transmission equipment (xDSL, TDM, SDH, IP) multi vendors (Alcatel-Lucent, Huawei, Ericsson);
Good knowledge in network fault/performance/configuration management;
Spirit rigorous in the transactions, particularly in following technical instructions and "reporting";
Willingness to work in "Business Hours" & "Non Business Hours" exceptionally;
Control of quality of communication during a crisis situation (stay focused on the objective information & communicate in real time);
Ability to work in teams, learn and support of people, know their own limits on technical skills;
Critical thinking in order to suggest improvements for better conduct of the operation (time / quality ...);
Understanding the general principles of networks and telecommunications principles;
Ability to adapt quickly to a new operation;
Languages: German/English.