Radio Case Handling Engineer

Nokia Ver Empresa

Não especificado

Proactively plans and performs advanced technical activities requiring knowledge in multiple areas or on a system level to service the customer. Prioritizes work based on customer impact, and brings expertise to customer site on need basis.

Main Responsibility Area

Identifies and solves proactively demanding problems and communicates them to key stakeholders. Participates as an expert in own technology area in customer projects. May support areas by participating in emergency and 24/7 duty. Is active in networking and knowledge sharing. Develops processes, tools and working methods.

Position Description

Main responsibility is case solving work and knowledge re-use management and working close with Care and BUTS organisations.

Scope of the work depends on role assigned to an engineer as below :

  • Acts as first point of contact for customer, receives and validates the case
  • Provides workaround or solves the case through Knowledge Re-Use
  • Supports implementation of preventive proposals
  • Dispatches the case to TSC
  • Manages customer communication on case level through the case lifecycle, supports Care Program Manager with case communication

As Emergency Support Engineer (ESE):

  • Works on EMC Front End
  • Receives the EME case, assess severity and collects information and symptoms needed for technical analyses and activating emergency engineer on duty rota
  • Leads the e2e restoration activities
  • Reports the incident progress throughout the case lifecycle
  • Ensures the EME case data and reporting quality

Knowledge Developer role :

  • Actively contributes and shares knowledge and is a recognized contributor in his/her speciality area.
  • Approves solutions for internal publishing.

Carries out remote support activities:

On-line SW Change Service, RAS usage, Preventive Care, Health checks (RHC),Expert Support, security alert & update where appropriate, periodical security assessment.

Local customer support: field activities (on request):

  • Installation and/or commissioning and/or integration activities.
  • Network expansion activities.
  • SW maintenance activities such as SW change planning, On-line SW Change Service
  • Launch, trials and pilot projects support

Position Requirements

Technical Skill:

  • Specific system architecture
  • System interfaces & protocols
  • Trace & logfile analysis tools
  • Installation & commissioning
  • Measuring equipment (depending on the product line)

Additional: Ready to travel worldwide, good English (in spoken and written), ready to support EMCY on a 24/7 basis. Intercultural experience. Good communication skills.

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