Job DescriptionAs a Technical Support Engineer, you will be at the forefront of our technical support operations, ensuring our customers receive exceptional service and support. Your expertise will be instrumental in maintaining and enhancing our reputation as a trusted partner for critical network infrastructure.
Responsibilities- Provide 24/7/365 technical support for NMS products, ensuring timely and accurate troubleshooting and resolution of customer issues.
- Diagnose and perform corrective or preventative maintenance actions, escalating to higher support levels as needed.
- Maintain and update Salesforce and outage documentation, contributing to and reviewing upgrade guides and procedural documentation.
- Build and nurture strong customer relationships, ensuring high satisfaction through SLA-compliant services.
- Act as an 'Outage Manager', identifying and managing the impact of outages and changes to customer networks.
- Ensure comprehensive documentation of outage situations, meeting contractual root cause review obligations.
- Provide effective and pragmatic recovery solutions, managing risks and communicating them to relevant stakeholders.
- Supply input to and utilize knowledge management tools, sharing knowledge proactively within the team.
- Adequately document all troubles for tracking and learning purposes, collaborating with internal resources to resolve technical issues.
- Interface with the product business division (level 3/TEC) to ensure seamless support and knowledge transfer.
Qualifications- A degree in Computer Science or a related field is preferred, or equivalent practical experience in a technical support role.
- Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS) is an asset.
- Familiarity with NPI/Customer Engineering domain is advantageous.
- Excellent problem-solving and analytical skills, with a customer-centric approach.
- Strong communication and interpersonal skills, with the ability to build rapport and manage customer expectations.
- A proactive and self-motivated attitude, with a willingness to learn and adapt to new technologies.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- 5% travel may be required for this role.
- Adherence to ISO27001 information handling and safeguarding best practices is mandatory.
About the TeamSome of our benefits in US:
- Corporate Retirement Savings Plan
- Health and dental benefits
- Short-term disability, and long-term disability
- Life insurance, and AD&D - Company paid 2x base pay
- Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
- Paid time off for holidays and Vacation
- Employee Stock Purchase Plan
- Tuition Assistance Plan
- Adoption assistance
- Employee Assistance Program/Work Life Resource Program
The above benefits exclude students.
Disclaimer for US/CanadaNokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity. Check the salary ranges in the job info section for this role.
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified. 
