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.

A Global team that is made up of central and country delivery teams. You will be part of the central team responsible for delivering services to customers in Europe, Middle East and Africa, as well as other customers around the globe.

What you will learn and contribute to

As an Optical Global Support Engineer, you will provide remote technical support on Optical DWDM / OTN communications products and networks to a global customer base. This includes isolating issues within a customer DWDM/OTN network and guiding the customer on how to rectify the issue(s) identified, amongst several other things. The main products that you will be providing support on are:

• 1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64)

You will also be responsible for ensuring that work records (tickets) associated with each of the issues that they have taken a lead on are updated in accordance with defined processes and that all metrics relative to the contractual commitments made to customers are, at the very least, met or exceeded.

Your key responsibilities will be:

• 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
• Provide remote technical support to all customers on 1830 PSS equipment and networks via telephone. On some occasions, travel may be required on short notice
• Assist both internal and external customers with the isolation of problems within a 1830 PSS network and develop solutions to rectify reported issues
• Identify potential patterns of issues observed in the field (i.e Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by Nokia
• For outages, identify 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
• Each customer issue is tracked using the trouble ticket database. Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per the Nokia processes
• Be available to work during off-business hours (i.e after 5pm) and on call rotation (On-call 24hrs / day for a predefined period at a time).
• Be available to travel on a short notice (i.e 1 day) for trips of short duration. Expected yearly travel is low (~10-15%)

Your skills and experience

You have:

• Background in customer service facing role where you have experience articulating technical issues / solutions to internal / external customers

It would be nice if you also had:

• 1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64)
• Optical NMS (NFM-T, 1350 OMS)
• Experience working in an R&D and/or customer facing environment
• Working knowledge of Optical DWDM / OTN theory/operation

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

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.