Technical Support Engineer PPC_SP

Place of work: Vyšné Fabriky 739 Liptovský Hrádok, 033 01, District Liptovský Mikuláš

What we do

At R&D center in Nokia Bratislava we are developing state-of-the-art technologies which allow our customers to move towards next generation of IP Networks by developing network management solutions and various features for large systems used by biggest network, content or telecom providers in the world.

What are your job duties

Within the IPP Technical Support Center department, responsible for Maintenance RTS delivery, we are looking for a TSC engineer Payment&Charging.
IPP TSC provides Technical Support RTS for Multi-Technology and Multi-Vendor networks, using industrialized processes and tools.
This role is fully accountable for the delivery of IPP Maintenance Operations for our EMEA customer base.
Target is to meet or exceed contracted Service Levels, Key Performance Indicators and productivity targets. The candidate is responsible to handle and resolve customer tickets. The candidate could also become the SPOC for one or more customers managed by her/his organization.

This role is responsible for the full scope of Intelligent Network Maintenance, existing on Payment&Charging and NGIN.

Within the Payment&Charging and NGIN area, following activities are covered:
Incident Restoration, after escalation from the Global Welcome Centers
Problem Resolution
Preventive Maintenance
3rd party vendor (Oracle/HP/RedHat/etc) handling
Disaster Recovery

DUTIES AND RESPONSIBILITIES

Accountable for delivering all TS services within his/her organization’s scope, consistent with standardized processes and metrics
Accountable for following services:
· Incident Restoration, after escalation from the Global Welcome Centers
· Problem Resolution
· Preventive Maintenance
· Disaster Recovery
Accountable for ensuring prompt escalation and notification of major network faults and customer faults, as per guidelines
Accountable for ensuring prompt and regular feedback to customers in relation to on-going issues
Accountable for effective TS services process compliance and process execution
Responsible for operational data quality, accuracy and completeness and initiatives to improve the management of operational data
Ensures Environmental, Health and Safety guidelines and company policies are followed to ensure safety and well-being of self
Ensures customer and company directives are properly executed by enforcing local procedures
Interfaces with 3rd parties, contractors and suppliers whose services contribute to the delivery of TS services in order to ensure outstanding collaboration

MAJOR CHALLENGES

Managing customers’ expectations and perceptions
24 x 7 operations (24 x 7 availability is required)
Demonstrating strong customer communication skills
Working effectively with external suppliers and vendors, and internal support teams and development teams.

Desired competencies:

In-depth understanding of networking and telecommunications principles.

· Working or detailed knowledge of the Intelligenf Network domain:
· SS7 / Sigtran
· INAP / MAP / CAMEL
· LDAP /CORBA

What we are looking for

Education:

Specialized / Technical

· Bachelor’s degree in computer science, engineering or telecommunications required
· Masters Degree preferred

Experience:

At least 4+ years of experience in Technical Support (supporting products running on unix server and databases)

Required competencies:

· Understanding of networking and telecommunications
· Strong communicator and relationship builder
· Fluency in English (both oral and written
· Customer service skills
· Culturally adaptable and flexible;
· Analytical skills
· Self Motivated
· Influencing skills
· Team focused

· Fluency in English (both oral and written
· Customer service skills
· Culturally adaptable and flexible;
· Analytical skills
· Self Motivated
· Influencing skills
· Team focused

What we offer

We offer:
• exciting job in a fast growing and exciting sector
• on the job training together with training on products and technology within our own training center
• Competitive compensation and benefits package ( 25 days hol, Life Assurance, PHI, Private Medical Benefit , Defined Contribution, Pension and Employee Advisory Programme, Anual Incentive Plan remuneration), Health & Wellness
• Working with up to date Technology and with an Young & Dynamic International Team
• Very nice work environment, perfect location at Vyšné Fabriky 739
Liptovský Hrádok, 033 01
• a company which cares about sustainability ( One of the 50 most innovative companies according to the Massachusetts Institute for Technology, Listed in the Thomson Reuters Top 100 Global Innovators based on patents and portfolio )

Apply online