IP Senior Technical Support Engineer
NI Network Infrastructure
Centurion, South Africa, South Africa
4d ago

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

The team you’ll be part of

Provides customers with a variety of maintenance services, including but not limited to providing remote and on-site level 2 or 3 operation and maintenance support (resident at customer’s premises or not) for complex network applications and end-to-end multi-vendor networks in the South and East Africa Region, creating a competitive advantage for our Customers.

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.

What you will learn and contribute to

Are you passionate about solving problems?

As part of our team, you will :

  • TSC is responsible for providing 24*7*365 Customer remote support for Nokia and multi-vendor equipment and solutions under maintenance contract Service Level Agreement (SLA).
  • Operational technical support to the Customer.
  • Customer incident analysis and diagnosis, problem replication on the TSC lab if needed and if TSC platform is existing & available.
  • Propose workaround to the customer when possible.
  • Deliver final fix solution and implementation guidelines or delivery plan.
  • Escalate incidents to Technical Expertise Center (TEC) in the Product House for a suspected product defect or product miss-operation / performance.
  • Validate and trigger field interventions and / or spare part delivery when in line with entitlement.
  • Engage OEM support organizations when required.
  • Manage incident / outage when applicable.
  • Trigger internal eAlert process when a Customer Critical Outage occurs and send regular update on incident evolution.
  • Deliver root cause analysis to customers.
  • Report to TEC the most frequent problems encountered.
  • Provide Input / Modify solutions for the Support Knowledge Management system and participate as member of the Solution Review Team.
  • Drive Field Service for On-site Level 2 intervention or directly perform onsite intervention driven or not by the TEC (depending on the case).
  • Replicate Customer incident in their lab prior to escalation to TEC if possible or needed.
  • Provide optional maintenance services that ensure the integrity of the Customer Network such as : intervention control gate keeper , Health Checks, network history, analytical view.
  • Provide remote support for L1S and installation / commissioning teams (including subcontractors) as entitled.
  • Your skills and experience

    You have :

  • BSC Electrical Engineering / National Higher Diploma : Electrical Engineer Light Current / Electrical Engineering M+4 level.
  • UNIX / HP-UX / Solaris / Linux and Microsoft Windows software / hardware experience required Data Base Systems (Oracle)
  • IP networks (routing protocols, MPLS, etc )
  • 3 or more years as a high-level generalist in the telecom environment.
  • Track record of commitment to quality, customer support internally and externally.
  • It would be nice if you also had :

  • Data communications.
  • TDM (Multiplexers, DSP, PDH, voice and data).
  • ATM (PVC, SVC, MPLS) would be an added advantage.
  • Commissioning and Project Management would be of benefit.
  • Nokia NRSI and / or NRSII.
  • Cisco CCNA, CCNE
  • 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
  • LGBT+ equality & best place to work by HRC Foundation
  • 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.

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