Senior IPT Customer Support Engineer

Job Responsibilities
Act as customer’s interface for advanced Care service delivery and support, often in several areas/countries if requested. Work with large and / or complex projects or troubleshooting cases. Scope is often solution/system level.
Provide 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.
Consultancy type of 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 parametering 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 (e.g. 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.
In case handling process the scope of work depends on role assigned to an engineer as belowAs Customer Support Engineer In CSC
Acts as first point of contact for customer, receives and validates the case, collects case info using analytical troubleshooting methods
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, acts as Care Program Manager deputy with case communication
As Emergency Support Engineer (ESE), Typically Located In CSC
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
As Technical Support Engineer In TSC
Performs system level or complex case troubleshooting
Defines, tests and delivers resolutions and workarounds for complex cases
Transfers customer faults to Maintenance R&D independently, coaches TSC engineers for Maintenance R&D
In Lead TSC Engineer role manages and coordinates troubleshooting phase activities (e.g. in troubleshooting teams, involved engineers in TSCE role)
Provides the content for customer communications and direct customer discussions independently
As Emergency Engineer (located In TSC Or Local/regional Rota)
Works on critical incidents on emergency rota
Leads the e2e technical troubleshooting activities
Neutralizes and restores the working state of the system”
Provides updates of incident progress throughout the case lifecycle
Provides information for RCA/ preventive analysis purposes
JobfNokia Technical Support ServicesPrimary LocationEurope, Middle East, Africa-Kenya-Nairobi
Level 4:
Operation & Maintenance Support
Implementation
Trials and Pilots Support
Case Handling (troubleshooting) Care
ECC Process & Tools Knowledge
IP Competence (Care)
Solution & Network competence (Care)
Online SW Change Service
Preventive Care
Expert Support
Knowledge Management (Care)
Service Excellence
Customer Relationship
Communication Skills (Care)
Level 3
Multivendor Competence (Care)
Technical Management (Care)
Juniper Certifications Are a Must
JNCIP-SP – Professional, Service Provider
JNCIS-SEC – Specialist, Security
JNCIS-M/T – Specialist, M/T Series
Added Certification: JNCIS-ER – Advanced Juniper Networks Routing in the Enterprise
CCIP – Cisco Certified Internetwork Professional (BGP,MPLS,QOS,BSCI)
CCDP – Cisco Certified Design Professional (ARCH,BSCI,BCMSN)
CCNP – Cisco Certified Network Professional (BSCI,BCRAN,BCMSN,ONT)