Customer Technical Support - TSE Technical Support Engineer IP Egypt

Nokia - Cairo

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Experience Needed:
More than 2 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

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.
About this Company

Powered by the research and innovation of Nokia Bell Labs, we serve communications service providers, governments, large enterprises and consumers, with the industry's most complete, end-to-end portfolio of products, services and licensing. We adhere to the highest ethical... (More)

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