Customer Support Engineer – DDE
Technical Support teams provide customers with a variety of maintenance/care services including but not limited to 24x7x365, remote and on-site level 2 Technical Support for products and complex networks including end-to-end multi-vendor, ensuring customer Service Level Agreements (SLAs) are achieved.
– 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 Nokia Service Delivery teams. -Use and apply Technical Support processes, policies & tools documentation – Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
– Create and maintain customer relationship on a day-to-day basis, e.g., communication, information gathering, operational review, escalation and reporting. Provide appropriate follow-up to customers.
– “Certified Outage Technical Engineer” (COTE) qualifies the impact of the outage and restores the service efficiently and within the required timeframe.
– Engage additional support level within a predefined time frame and collaborate with them, as needed in order to resolve the issues.
– Ensure every customer reported issue is properly documented in the ticket for tracking purposes and learning opportunities. Ensure time tracking accuracy for cost charging purposes.
– Understand the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process.
– Use the knowledge management tool by searching/creating/updating articles. Proactively share knowledge.
– Able to work in a multicultural environment, across different countries or organizations
– Communicate clearly and concisely
– Customer Focus
– Decision Making
– Problem Solving
– Risk Management
– Verbal communication
– Team focused
– Work constructively under pressure
– Understanding of networking and telecommunications (CCNA level)
– Understanding of Red Hat (RH124 level)
– Understanding of OpenStack systems
– Fluency in English
If you are interested in this job offer, send your CV in English to: firstname.lastname@example.org
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- Working in a high-tech environment and with technologies of the future
- Being part of a stable organization and a strategic site for the company
- Getting a competitive compensation and benefit package with private medical care, additional life insurance, social fund benefits
- Getting trained and having learning and development opportunities
- Joining the company for a career not just for a job!
- competitive salary + bonuses
- medical care for you and your family
- flexible working time
- additional life insurance
- social fund
- sports card
- lunch card
- and more