Customer Technical Support Engineer
NI Network Infrastructure
Naperville, Illinois
technical
technical support
engineer
technical
technical support
nokia
team
engineers
network infrastructure
infrastructure
engineer
networking
north america
December 4, 2022
NI Network Infrastructure
Naperville, Illinois
- What you will learn and contribute to We are looking for a Network Infrastructure Customer Technical Support Engineer professional who will provide support to Nokia IP Service Routing / Optical Networking customers in the North America region.
- These engineers will provide a variety of customer-focused deliverables by acting as a point of contact for technical support issues, handling customer escalations, and providing review of technical support requests.
- Are you passionate about solving problems?
- As part of our team, you will: Monitor customer service delivery performance metrics for cases and investigate service level agreement violations.
- Manage and mitigate customer escalations / dissatisfaction Perform technical support case reviews with assigned customers.
- Create and deliver customer-specific Quarterly Business review packages and be able to present them at customer meetings.
- These typical occur on a quarterly basis with most customers.
- Become trained in incident manage processes and be part of a 24x7 Incident Manager rotation to respond and support service outages.
- The on-call team is comprised of at least 3 engineers on a weekly rotation with a frequency of approximately 1 week of on-call occurs per month.
- SR / PSS) Ability to work remotely with customers and internal teams (technical and non-technical) Desire to work within a team environment and partner well with Nokia cross-functional teams to meet customer commitments.
- 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 Bloomberg Workplace Pride Global Benchmark LGBT+ equality & best place to work by HRC Foundation
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