1830 Global Tac Engineer
hace 2 semanas
Come create the technology that helps the world act together
We are a B2B technology innovation leader pioneering the future where networks meet cloud.
At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.
Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.
Network Infrastructure
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.
The team you will be a part of
Global 1830 PSS Technical support center is a team of Support engineers in the Optical area. TAC Team supporting 1830 Product Family in Americas is located in Mexico City, from where clients technology provider companies from all over LAT are mainly served
What you will learn and contribute to
As part of the team, you will:
- Provide remote technical support on Optical DWDM / OTN / VWDM communications products and networks to a global customer base. It includes isolating issues within a customer DWDM / OTN / VWDM network and guiding the customer on how to rectify the problem (s) identified, amongst several other things.
- 1830 PSS product family (PSS-1, 4, 8, 8x, 12x, 16, 24, 24x 32, 32S, 36, 64, VWDM)
- Optical NMS product family (NFM-T, 1350 OMS)
- This professional is also responsible for ensuring that defined processes update work records (Sales Force Cases) associated with each issue and that all metrics relative to the contractual commitments are, at the very least, met or exceeded.
- Create and maintain customer relationships on a day-to-day basis. Maintain a 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%).
- Follow all Nokia Information Security policies and guidelines including ISMS (ISO27001 program)
Your skills and experience
You have:
- Bachelor’s degree in Telecommunication, Electrical or Systems Engineering.
- Fluent in the English language (Verbal and written). Mandatory.
- Fluent in Spanish (Verbal and written). Mandatory.
- Should be able to articulate technical issues/solutions to internal/external customers.
- Self-motivated (Do not require constant ‘oversight/assistance’ to get jobs done, etc.).
- 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 an absolute requirement.
- Ability to objectively think and solve problems under pressure (Significant)
It would be nice if you also had:
- Experience working in an R&D and/or customer-facing environment.
- 1830 PSS product family (PSS-4, 8, 8x, 12, 12x, 16, 24x, 32, 36, 64, VWDM)
- Optical NMS (NFM-T, 1350 OMS
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
Nokia has received the following recognitions for its commitment to inclusion & equality:
- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by
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