Customer Support Specialist- Timing and Sync

**Join us in creating the technology that helps the world act together**

We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world.

Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.

**The team you'll be part of**

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

The Customer Support Specialist delivers Care Maintenance Services for our customers world-wide. We provide Remote Technical Support including but not limited to 24x7x365, and other services (design, commissioning, integration, consolidation, etc.) for Multi-Technology and Multi-Vendor networks, using industrialized processes and tools.

We are looking for a Specialist with a Care background on the Timing and Synchronization technology to complement our Multivendor team.

**What you will learn and contribute to**

In this position, you will be responsible to investigate and resolve incidents on Juniper/Cisco IP products. To support our global customer base, Nokia is looking for a skilled and experienced Level 3 Customer Technical Support Engineer.

Are you passionate about solving problems?
As part of our team, you will:

- Work with discretion and uses specialist knowledge, analytical skills, judgement and practical experience to solve complex problems.
- Troubleshoot, diagnose, advise and perform corrective and/or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
- Ensure customer Service Level Agreement (SLA) compliance and KPI quality performance level.
Engage and collaborate promptly with additional support levels, as needed and where applicable, collaborates with contracted 3rd party vendors (i.e. MicroChip, Oscilloquartz) in the maintenance agreement for issues resolution.
- Manage and build customer relationship on a day-to-day basis. Provide appropriate follow-up to customers and keeps the case information updated in the ticketing support tool.
- Provide SW support to service delivery teams, as needed. Coordinate with other teams on planned events, planning and execution of network consolidation and upgrades.
- Ensures self-development and has the ability to train other team-members on Timing and Synchronization products, i.e. from MicroChip or Oscilloquartz.
- Contributes to emergency on-call rota (24x7) when needed.

**Your skills and experience**

You have:

- Hands on experience working with Frequency & Phase Sync protocols (Sync E, Phase At least 5 years of Technical expertise configuring, implementing & troubleshooting Service provider/Enterprise networks.
- The knowledge to handle Microchip products SSU, TP2700, TP5000, TP4100 and Time Pictra, configuration integration and SW update.
- A strong team player and good customer service attitude, approach and ability to efficiently solve complex problems.
- Good analytical skills, good logical thinking ability and is highly motivated to constantly and efficiently adapt his/her knowledge in this fast-changing environment.
- Excellent Communication Skills in English (verbal and written).
- Willingness to travel on occasional short trips (less then 10%).

It would be nice if you also have:

- The skills to test Synchronization protocols utilizing (protocol) test analyzers/generators, such as Calnex products.
- Hands on experience in following ITIL standards of Incident management, Problem management & Preventive Maintenance and working on ticketing tools like Salesforce, Jira etc.

**What we offer**

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

**Nokia is committed to inclusion and is an equal opportunity employer**

Nokia has received the following recognitions for its commitment to inclusion & equality:

- One of the World’s Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of