Customer Technical Support - TSE Technical Support Engineer IP Egypt
Nokia -
Cairo, EgyptPosted 5 years ago222People have clicked1 open position
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Job Description
ASSIGNMENT
- Analyze, investigate and solve the technical issues indicated by the customers
- Deliver to the customers the appropriate services for the maintenance of their networks.
MAIN ACTIVITIES
- Track and measure ticket resolution process.
- Notify and escalate non-conformances to all relevant parties (Nokia, 3rd party and customer).
- Administrate ticket resolution process and ticket closure.
- Follow-up on resolution process with local NI and Field Force teams, verify NW elements statuses and provide information interactively and secure end-to-end ticked resolution.
- Propose improvements in the Alarm Management Process Flow, based in real-case experiences, contributing to the overall quality-improvement process.
- Secure ticket closure in accordance to fact-based verified evidence of alarm resolution.
- Be responsible and accountable for the alarm/ticket process, ensuring 100% case closure based in verified evidences.
- Report ticket opening & closing statistics.
- Escalation to a higher level support in case of difficult or time critical problems or need due to a configuration control.
- Maintain interfaces with customer’s technical personnel ensuring smooth information flow about reported problems and their resolution status as well as other activities with customer
WORKING MODE
- Local Technical support. Remote and Onsite, 24/7 on-Call
- Interactions with customers, technical experts, intervention centres & Welcome Centres
Job Requirements
COMPETENCIES
- Theoretical and practical (testing, troubleshooting) knowledge of IP/MPLS routers is required
- Desirable knowledge of 7x50 SR Family Products
- NOKIA SRC 1 Certification is required (or equivalent)
- Retain a working knowledge and skill set encompassing Layer 2 & Layer 3 VPN technologies as well as IP routing protocols (e.g. OSPF, ISIS, BGP, Multicast : PIM, IGMP & QoS) with prior experience with IP/MPLS Networks, addition knowledge for Nokia BNG solution is preferred.