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1830 Global TAC Engineer

Location Turkey, United States
Posted 11-September-2021
Description
At Nokia, were enabling a new type of networka versatile, intelligent, reliable network that will become the seamless fabric of our connected lives. Were ready to meet the huge demand on network performance and access; the need to simplify, optimize, and automate the complex flow of data across the network; the need to transform the way networks, data, and technology not only connect us, but work for us intelligently, seamlessly to enrich our lives.

No other company is better positioned for leadership in the change: Nokia has always focused on serving human need. Today, more than ever before, its our integrity, our values, and focus on the human possibilities of technology that set us aparteffortless, intuitive technology, designed to help people thrive.


General Purpose


An opening for a Global Technical Assistance Center Engineer within the Global 1830 PSS Technical support center is available. The gTac Engineer provides remote technical support on Optical DWDM / OTN communications products and networks to a global customer base. This includes isolating issues within a customer DWDM / OTN network and guiding the customer on how to rectify the issue(s) identified, amongst several other things. The main products that the candidate would be providing support on are:


1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64)

Optical NMS product family (NFM-T, 1350 OMS)


The gTac Engineer is also responsible for ensuring that work records (tickets) associated to each of the issues that they have taken a lead on are updated in accordance to defined processes, and that all metrics relative to the contractual commitments made to customers are, at the very least, met or exceeded.


Main Responsibility Area


Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
Provide remote technical support to all customers on 1830 PSS equipment and networks via telephone. On some occasions, travel may be required on short notice.
Assist both internal and external customers with the isolation of problems within a 1830 PSS network and develop solutions to rectify reported issues.
Identify potential patterns of issues observed in the field (i.e Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by Nokia.
- For outages, identify the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.
Each customer issue is tracked using the trouble ticket database. Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per the Nokia processes.
Be available to work during off-business hours (i.e after 5pm) and on call rotation (On-call 24hrs / day for a predefined period at a time).
Be available to travel on a short notice (i.e 1 day) for trips of short duration. Expected yearly travel is low (~10-15 PERCENT ).


Position Requirements


Fluent in English and Turkish. This is a mandatory.
Should be able to articulate technical issues / solutions to internal / external customers.
Self-motivated (Do no require constant oversight/assistance to get jobs done, e.t.c).
Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, e.t.c quickly)
Accountable and open to constructive feedback.
Exceptional customer service skills. Placing customer needs first is an absolute requirement.
Ability to objectively think and solve problems under pressure.


Technical:


Working knowledge of the following Nokia products would be desired, but not necessary (Training will be provided to the right candidate):
1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64)
Optical NMS (NFM-T, 1350 OMS)
Working knowledge of Optical DWDM / OTN theory/operation desired, but not necessary (Training will be provided to the right candidate).
Bachelors degree in a technical discipline, or equivalent experience.
Experience working in an R&D and/or customer facing environment.


Additional Information
Experience
Min 2 to 3 Years.

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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