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
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.
This position is part of the Nokia Network Infrastructure, Services, Care Delivery team in Wellington, New Zealand and will be providing IP technical support to customers in New Zealand and Pacific Islands.
Technical support is performed as contracted with customers which involves meeting defined Service Level Agreements (SLAs). The role requires 24x7 on-call roster duties, including outage engineer responsibilities.
Primary products supported are the Nokia IP Nodes such as the 7750, 7450, 7250, 7210 and 7705 as well as the Nokia Network Services Platform (NSP) portfolio of applications including NFM-P.
Close working relations with both the customers and internal Nokia staff are key. Nokia staff include, but are not limited to, regional Technical Assistance Centre (TAC), global Technical Expertise Centre (TEC) and Customer Technical Advocates (CTAs).
What you will learn and contribute to
Are you passionate about solving problems?
As part of our team, you will:
• Troubleshoot, diagnose, advise, and perform corrective and / or preventive actions to restore amp; resolve technical issues on IP products reported by customers.
• Engage and collaborate promptly with additional tiered support levels, as needed and in some cases, collaborate with contracted third party vendors in the maintenance agreement for issues resolution.
• Maintain a high level of customer satisfaction by ensuring customer Service Level Agreement (SLA) compliance as well as managing amp; building customer relationships with appropriate follow-up amp; documentation.
• Provide 24x7 on-call roster duties on IP products to Nokia customers.
• Perform as a Certified Outage Technical Engineer (COTE) to qualify outage impact and restore service efficiently and within the required timeframe.
• Use and apply Technical Support processes, policies amp; tools documentation. Contribute to their continuous improvement.
• You may be requested to assist with project work and business as usual activities like stopping and starting applications to allow for OS patching. This may be / out of normal business hours.
Requirements
Your skills and experience
You have:
• A minimum of 3 years and ideally 5yrs of experience in IP telecommunications including demonstrated experience in hands-on IP platform network design, integration / deployment, operational support and/or technical support.
• Experience administering applications on RedHat OS.
• IP networking certifications from a recognised major IP Vendor (Nokia, Cisco, Juniper etc.)
• Experience on IP telecommunications networking concepts and related technologies.
• Customer and service-oriented experience are solution driven and demonstrate accountability and own your outcomes.
• Excellent verbal and written communication skills in English.
• Accomplished interpersonal skills and a demonstrated team contributor
• Willingness to invest in your own continuous learning.
It would be nice if you also had:
• Experience on Nokia IP platforms products.
• Experience with Network or Element Management Systems (NMS/EMS) and Operational Support Systems (OSS).
• Experience with virtualization concepts and practical application.
• Experience with basic scripting.
• Ability to work autonomously, with good organizational skills and process management approaches.