Role OverviewThe Care team supports our customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses. Contains escalation of key issues to appropriate functions.
This position is part of the Nokia Network Infrastructure, Services, Care Delivery team based in Wellington, New Zealand and will be providing IP technical support to customers in New Zealand and Pacific Islands.
Technical support is performed as contracted with customers which involves meeting defined Service Level Agreements (SLAs). The role requires 24x7 on-call roster duties, including outage engineer responsibilities.
Primary products supported are the Nokia IP Nodes such as the 7750, 7450, 7250, 7210 and 7705 as well as the Nokia Network Services Platform (NSP) portfolio of applications – including NFM-P.
Close working relations with both the customers and internal Nokia staff are key. Nokia staff include, but are not limited to, regional Technical Assistance Centre (TAC), global Technical Expertise Centre (TEC) and Customer Technical Advocates (CTAs).
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