NAR NFM-T TAC Engineer
City : Ottawa, Ontario
Category : Permanent
Industry : Customer Services
Employer : Nokia
Join us in creating the technology that helps the world act together
We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.
Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.
The team you'll be part of
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
The primary objective of NAR NFM-T TAC Team is to provide 24x7x365 technical support for NMS (Network Management
System) products including 1350OMS and NFM-T.
Requirements are to:·
- Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers.
- Escalate to subsequent support level as needed.
- Use and provide appropriate Salesforce and outage documentation, contribute to/review upgrade guides and other procedural documentation.
- Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the contractual SLAs·
- Act as “Outage Manager” by identifying the impact of the outages 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· Provide appropriate follow-up to customers.
- Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every issue identified is adequately documented for tracking purposes and learning opportunities·
- Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues· Interface with product business division (level 3/TEC Technical Expertise Center and Product Management).
- Must adhere to ISO27001 information handling and safe guarding best practices.
Your skills and experience
You have:
- Skills in Optics technology; experience on Network Management System domain is a
must. - Experience in Technical Support (2LS/3LS) as well as in NPI/Customer Engineering domain.
- Exceptional communication skills (written and spoken), positive and proactive attitude, willingness to eventually have customer facing experience as well as coaching ability.
- Ability to travel if required.
- Fluent spoken and written English.
It would be nice if you also had:
- Great passion for IP and Optical networking.
- Motivated and never-give-up attitude required to operate in a customer environment, extra-working hours, possibly in 24x7x365 hot line regime.
- Solid and equilibrate person, able to work in a team and with excellent team spirit.
- Self-organizing, leadership and problem-solving capabilities and attitude.
- Degree or Diploma in Electronic/Telecommunication Engineering or Computer Science or equivalent experience.
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
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.