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Care Technical Customer Advocate

Customer Services
ION IP Optical Networks
190000014Y Requisition #
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The applicant will be part of Swiss IP Routing Technical Support team and provide technical support to customer 's enterprise

networks built with Alcatel-Lucent Enterprise LAN product and Aruba Networks WLAN product family.

Mainly tasks are;

- Provide Remote Technical Support (RTS) for the LAN/WLAN enterprise solutions and associated network elements.

- Customer interface for anomaly tickets and will provide Expert analysis support until the technical issues will be escalated

into 2LS/3LS Organizations.

- Create and maintain customer relationships on a day-to-day basis, providing services fully compliant with the SLA.

- Identify potential patterns of issues observed in the field and take the lead in documenting, reporting, and tracking these

issues to resolution

- Assist with debugging complex product installations, resolves complicated product problems by applying both established

procedures and creative alternatives.

- Ensure trouble tickets tracked are continuously updated and maintained per the Nokia processes.

- Prepare reports on problems encountered and methods of resolution applied ensuring overall system integrity and


Business trips within Switzerland are expected, as there will be occasions when the support work will need to be

performed at customer site during the customer's maintenance window.

By being part of 7/24 on duty Rota, receives the Emergency case, assess severity and collects information and symptoms

needed for technical analysis.

- Bachelor degree in a technical field related to Telecommunications

- Fluent in German and English. French/Italian is a plus.

- Strong working knowledge of Alcatel-Lucent Enterprise and IP Routing products.

- Experience working with Core, Access and Enterprise network technologies.

- Experience with networking protocols/solutions. (LAN/WLAN, IP/MPLS, IGP, BGP, IPv6, QoS, …)

- Basic knowledge and experience in network Integration, Test and Migration, and use of test equipment.

- Experience with Remote Technical Support Ticketing Tools (i.e. CARES, Remedy).

- Willing to learn and work with new technologies

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