Create and maintain customer relationships on a day-to-day basis.Maintain high level of customer satisfactionby providing services fully compliant with the SLA.
Provideremote technical support to all customers on 1830 PSS equipment and networksvia telephone. On some occasions, travelmay be required on short notice.
Assist both internal and external customers with the isolation of problemswithin a 1830 PSS network and develop solutions to rectify reported issues.
Identifypotential patterns of issues observed in the field (i.e Product and / or servicerelated) and take the lead in documenting, reporting, and tracking these issuesto resolution.
This directly impacts thequality of products / services offered by Nokia.
For outages, identify the impact of the outage and changes made to thecustomer network.Ensure outagesituations are documented per guidelines to meet contractual root causeanalysis obligations.
Provide pragmatic and effective recovery. Manage andcommunicate the related risks.
Eachcustomer issue is tracked using the trouble ticket database. Engineersare responsible for ensuring that tickets / records for each issue arecontinuously updated and maintained per the Nokia processes.
Beavailable to work during off-business hours (i.e after 5pm) and on callrotation (On-call 24hrs / day for a predefined period at a time).
Beavailable to travel on a short notice (i.e 1 day) for trips of short duration. Expected yearly travel is low ( 10-15%).
Required Qualifications : (Education, Technical Skills / Knowledge) :
Fluentin the English language (Verbal and written). This is a mandatory.
Fluentin French (Verbal and written).This ismandatory.
Should be able to articulate technical issues / solutions to internal / external customers.
Self-motivated (Do no require constant oversight / assistance’ to get jobsdone, 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 anabsolute requirement.
Ability to objectively think and solve problems under pressure (Very important)
Workingknowledge of the following Nokia products would be desired, but not necessary(Training will be provided to the right candidate) :
1830PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64)
OpticalNMS (NFM-T, 1350 OMS)
Workingknowledge 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.
Desired Qualifications : (Education, Technical Skills / Knowledge) :
Experienceworking in an R&D and / or customer facing environment.
Join our team if you have :
BA in technical discipline or equivalent
Fluent English , French and Arabic
2-5 years’ working experience , preferably in an R&D and / or customer facing environment
Ability to effectively work with Windows applications
Working knowledge of layer 2 data communication protocols (Ethernet, MPLS, VLANs, e.t.c) and ANSI SONET standard (i.e OC-3, 12, 48, e.t.c)
Ability to use the following test equipment : OTDR, OSA, Optical Test Set, PDH test set (i.e TBERD), Ethernet test equipment (i.e JDSU, EXFO, e.t.c)
Strong customer orientation and communications skills, technical acumen
Result oriented, problem solving mindset
Ability to work under pressure and meet deadlines
Eagerness to learn
Availability to work during off-business hours and on call rotation and travel on a short notice for short duration
Working knowledge of Optical DWDM / OTN theory / operation desired, but not necessary
What we can offer :
Being part of a global team
Opportunity to learn new technologies and develop yourself
Ability to work closely with customers