Customer Technical Advocate IP

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.

Network Infrastructure

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

The team you will be a part of

Our ambition is to be ‘the world’s most trusted systems partner for the world’s most critical networks. Our focus is on the building blocks and essential solutions of critical networks, driving digitalization across all industries. Combining four strong divisions– IP Networks, Optical Networks, Fixed Networks and Alcatel Submarine Networks – Network Infrastructure intends to provide technology leadership in every one of our divisions.
The Customer Technical Advocate is the primary technical liaison between the customer and Nokia’s technical support teams in Network Infrastructure.

What you will learn and contribute to

Key Responsibilities:

• Builds trusted advisor relationship with his / her designated customer, advocating for customer interests within Nokia
• Acts as a resource having up-to-date, detailed technical knowledge of his / her designated customer network as well as product expertise
• Provides technical guidance to E2E technical support teams to deliver customer-oriented solutions
• Ensures proper customer follow-up and escalation by recognizing and prioritizing hot tickets to be worked on by CTS/gTAC/TEC teams
• Manages conflict resolution and assists with providing services fully compliant with the established SLAs
• Ensures outage management and timely notification of anomalies with respect to products and their operational configurations to avoid known issues in customer network which may have potential operational impact
• Analyses if a Technical Alert is applicable to the customer and proposes an Action Plan
• Identifies preventive actions and business opportunities (including proactive maintenance services)
• Participates in periodic technical review meetings with the customer O&M teams (ORM, Technology Forums, Ticket reviews)
• Leads conference calls with internal teams and customer to address technical issues
• Participates in 24*7 support (on-call service; team members rotate)

Your skills and experience

You have:

• Polish and English is mandatory
• Networking knowledge in TCP/IP technologies:

• • 2 years of experience
  • Basic or advanced skills on Routing, MPLS, Multicast, Security Protocols & Services knowledge

It would be nice if you also had:

• Linux
• Virtual environments (KVM, VMWARE)
• Nokia NRSI, or related certification like CCNA, JNCIE
• Nokia NRSII, CCNP, JNCIS- would be a plus
• Technical Support Experience
• IP Network Security

What we offer

Nokia offers flexible and hybrid working schemes, 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.