Job Description

Customer Engineering (CE) within the Service & Delivery (S&D) organization covers customer service in different areas such as technical support, account support, operations, maintenance, network design/deployment/integration/transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimizing, operating, and maintaining phases. It contains optimization and / or managing of the optimization of customer networks. Covers the execution of end-to-end design-related activities (address surveys, site surveys, design and as-built) for deployment projects.

Most work carried out according to procedures, requires supervision and coaching from First Line Manager or peers. Gathers relevant information to support problem solving and decision-making.

Participates as individual contributor to team, usually with limited professional expertise. Makes decisions affecting own work within set parameters, elevates others.

• Rapidly learns new tasks and understand new information relevant to the job
• Performing efficient and “right first time” integration of Nokia Optic Products and Solutions into customer networks
• Performing product presentations/PoC tests/demos to customers
• Providing customers with a variety of support services, including but not limited to providing remote and on-site
• Making escalation to support groups when needed
• Maintaining interfaces with customer’s technical personnel ensuring smooth information flow about reported problems and their resolution status as well as other activities with customer
• Creating technical documents and training materials.
• Providing problem resolution assistance and training to other technical support personnel as required.
• Supporting network consultants during development of the solution and customer
• Supports project managers with delivery of new projects.

• Bachelor’s or Master’s degree in Telecommunications, Information Technology, Engineering, or a related field
• Solid knowledge of telecommunication technologies and relevant industry standards
• 1–2 years of directly related professional experience, or equivalent combination of experience and graduate-level education
• Strong knowledge of Nokia Optical Network (Optics) product family is highly desirable
• Foundational understanding of IP networking principles and architectures
• Excellent communication skills with the ability to clearly explain technical concepts, practices, and policies to both internal and external stakeholders
• Strong analytical and problem-solving skills with a creative and solution-oriented mindset
• Detail-oriented, highly organized, and capable of managing multiple tasks simultaneously
• Ability to perform effectively under pressure and meet tight deadlines
• Collaborative team player with strong negotiation skills and the ability to work independently when required
• Demonstrated ability to effectively engage customers on technical topics and provide domain-level expertise