Description
Customer Support Engineer RA - mcBSC/mcRNC
Act as customer's interface for advanced Care service delivery and support. Work with lcomplex projects or troubleshooting cases. Provide first level advanced technical support for queries (customer & internal), according to customer contract and internal support model.
- Leading role in complex troubleshooting cases, including 3rd party equipment and Multivendor Interfaces
- Responsible for meeting contracted response times.
- Responsible as technical customer contact
- Handles technical requests, provides understanding of customer's network configuration, co-ordinates resolution delivery
- System tracing and protocol flow analysis, expert in utilizing troubleshooting tools
Customer Support Engineer RA - mcBSC/mcRNC Activities:
- Applies customer understanding in customer relationship building, opportunity identification especially in Care phase.
- Lead and provide Expert Support services (such as MV, IP, Expert Support, Preventive Care, On-line SW Change Service, Launch Support, Tailored Technical support, Special Event support).
- Lead complex technical activities such a SW upgrades, technical audits and Swaps.
- Responsible for technical support in early product release phases (pilots, trials and early projects).
- Feedback and co-ordination with other service business lines (like Network Planning, System Integration)
- Implement Para metering in the NE's/sub systems, understands KPI and is capable to improve the e2e performance of the system. Feedback and co-ordination with other service units (like Network Planning and System Integration).
- Project management duties (eg planning of a subproject or special Care projects, technical manager substitute, managing subcontractors).
- Network expansion activities up to multi-interface level.
- Lead & plan technical/customer system acceptance testing and feature testing.
Customer Support Engineer RA - mcBSC/mcRNC On request perform
- Installation and/or commissioning and/or integration activities.
- Network expansion activities.
- Technical/customer acceptance testing
- Implement Para metering in the network elements' subsystems (understands KPI and the impact on the performance of the system).
- Participate multivendor, IP and 3rd party activities (installation, integration, interface troubleshooting)
- Knowledge sharer role: (Pro-active Care approach)
- Technical guidance and support of other team members. Information sharing and competence transfer
- Promote actively re-use of knowledge, mentor role in apprenticeship
- Share knowledge via discussion forums and expert community activities
- Product or Service Development related tasks such as Design for Services (DfS). Can have a role as Service Capability Transfer project (SCTp) manager
Customer Support Engineer RA - mcBSC/mcRNC Additional Requirements:
Experience in Nokia 2G,3G and 4G technologies (mcBSC/mcRNC)