Alcatel-Lucent Global TAC engineer ION in CUAUTITLAN IZCALLI, Mexico
Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.
Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.
Job Position Summary Description: *
An opening for a Global Technical Support Engineer within the Global 1830 PSS Technical support center is available. The GTS Engineer provides remote technical support on Optical DWDM / OTN communications products and networks to a global customer base. This includes isolating issues within a customer DWDM / OTN network and guiding the customer on how to rectify the issue(s) identified, amongst several other things. The main products that the candidate would be providing support on are:
1830 PSS product family (PSS-1, 4, 8, 16, 24, 32, 32S, 36, 64)
The GTS Engineer is also responsible for ensuring that work records (AR's) associated to each of the issues that they have taken a lead on are updated in accordance to defined processes, and that all metrics relative to the contractual commitments made to customers are, at the very least, met or exceeded.
Key Responsibilities / Functions: *
Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with theSLA.
-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 CARES trouble ticket systems. 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 (15%).
Required Qualifications: (Education, Technical Skills/Knowledge): *
-Fluent in the English language (Verbal and written). This is a mandatory.
-Should be able to articulate technical issues / solutions to internal / external customers.
-Self-motivated (Do no require constant oversight/assistance to get jobs done, e.t.c).
-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 (Very important)
-Working knowledge of the following Nokia products would be desired, but not necessary (Training will be provided to the right candidate): 1830 PSS product family
-Working knowledge of Optical DWDM / OTN theory/operation desired, but not necessary (Training will be provided to the right candidate).
-Ability to use the following test equipment:
Optical Test Set
PDH test set (i.e TBERD)
Ethernet test equipment (i.e JDSU, EXFO, e.t.c)
-Working knowledge of ANSI SONET standard (i.e OC-3, 12, 48, e.t.c)
-Working knowledge of layer 2 data communication protocols (Ethernet, MPLS, VLANs, e.t.c).
-Ability to effectively work with Windows applications, such as outlook, Microsoft word, excel, e.t.c.
Bachelors degree in a technical discipline, or equivalent experience.
Desired Qualifications: (Education, Technical Skills/Knowledge): *
- Experience working in an R&D and/or customer facing environment.
Job: fALU Maintenance
Primary Location: Latin Americas-Mexico-CUAUTITLAN IZCALLI
Req ID: 1700000AB2