Technical Specialist
As part of the integration there will be no formal company-wide review of grades, since in most cases there has been limited or no change to positions. Legacy grade structures will continue to exist for some time until future harmonization on the existing Nokia grade structure. The job grade shown is indicative, and may be subject to change such that the final grade may be higher or lower than shown in this requisition.
IP MPLS-TECHNICAL SUPPORT ENGINEER
GENERIC JOB DESCRIPTION
Mission: TAC teams provide customers with a variety of maintenance services, including but not limited to remote and on-site level 2 operations and maintenance support for complex networks including end-to-end multi-vendor, ensuring customer Service Level Agreements (SLAs) are achieved.
Key Responsibilities: - 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.
- 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 CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation.
- Act as "Outage Manager" by identifying 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.
- Provide appropriate follow-up to customers.
- Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every trouble 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).
Skills, Knowledge and Processes & Tools:
Leadership Skills:
Lead courageously
Lead with authenticity
Make it happen
- Mobilize teams and grow potential
Functional Skills:
Adaptability
Communicate clearly and concisely
Customer focus
Decision making
Managing execution
Negotiating skills
Problem solving
Verbal communication
Technical Skills & Knowledge
Broad MultiVendor Product knowledge is must ( SR7x50, Cisco & Juniper Routings)
Engineering background or equivalent experience
Experience in telecom technical domains ( working knowledge with Internet Service Provider’s network)
- Product troubleshooting knowledge for a specific technology, Must be IP expert, minimum of 4-6 years of working knowledge in MPLS, MPLS Services(VPLS, VPRN) ,L2 switching, OSPF, ISIS, BGP, Multicasting, QOS, Basic Knowledge on Standards, RFCs.
Certifications: SRC is preferred, Cisco and Juniper higher Certifications are must
Processes & Tools
Knowledge of Technical Support processes
Knowledge of Technical Support tools: CARES, Knowledge Management, etc