Smart Tier 1 Engineer 1231 views

Acts as Nokia customers’ first point of contact for Care software services support to register requests. Identifies solutions based on approved knowledge articles from knowledge base tools, or routes the case to Tier 2 or Tier 3 engineers for resolution.

For all customer cases, the Tier 1 Case Handling engineer will

  • Receive requests from customers (or internal Nokia teams) via phone call, email or portal (NOLS).
  • Verify contact details of the requestor.
  • Verify service level per contractual entitlements.
  • Record case details into the case handling tool.
  • Provide an initial response to the customer.
  • Provide customer communication regarding the case.

For Helpdesk cases, the Tier 1 engineer will

  • Check for existing and approved knowledge articles and problem analysis.
  • Apply his/her generic technical knowledge for Nokia Mobility Networks products and solutions to solve simple cases. based on solution reuse from knowledge base or other provided tools.
  • Assess if case belongs to a customer with contractual constraints regarding location of engineering support. If so, forward to the appropriate support team.
  • Acts as Nokia customers’ first point of contact for Care software services support to register requests. Identifies solutions based on approved knowledge articles from knowledge base tools, or routes the case to Tier 2 or Tier 3 engineers for resolution.

For all customer cases, the Tier 1 Case Handling engineer will

  • Receive requests from customers (or internal Nokia teams) via phone call, email or portal (NOLS)
  • Verify contact details of the requestor
  • Verify service level per contractual entitlements
  • Record case details into the case handling tool
  • Provide an initial response to the customer
  • Provide customer communication regarding the case.

For Help desk cases, the Tier 1 engineer will

  • Check for existing and approved knowledge articles and problem analysis
  • Apply his/her generic technical knowledge for Nokia Mobility Networks products and solutions to solve simple cases based on solution reuse from knowledge base or other provided tools
  • Assess if case belongs to a customer with contractual constraints regarding location of engineering support. If so, forward to the appropriate support team.
  • Assess case complexity with support of intelligent routing capabilities and analytics capabilities of the tool, and route the case to Tier 2 or Tier3, as appropriate, if unable to resolve the case him/herself.
  • If necessary, engage subject matter experts to get support for case routing decision.

For Emergency cases, including outages, the Tier 1 engineer will

  • Validate emergency request using defined criteria
  • Invoke the rota engineer, per information provided in the tool
  • Send SONS SMS message for regular updates to stakeholders
  • If an on-site engineer is required to support the emergency case, invoke the call out procedure.

For internal cases requested by Nokia personnel, the Tier 1 engineer will

  • • Verify contact details of the Nokia requestor
  • • Record case details into the case handling tool
  • • Solve simple cases based on knowledge reuse from knowledge base or other provided tools
  • • Assess case complexity, and route the case to Tier 2 or Tier3, as appropriate, if unable to resolve the case him/herself.
  • • If necessary, engage subject matter experts to get support for case routing decision.
  • • Provide internal Nokia requestor with communication regarding the case.

This position resides in a 24×7 contact center environment where Tier 1 engineers will be receiving phone calls, emails and portal-created based on skills and availability. The engineer will need to react within specified timelines to enable achievement of Customer Service Level Agreements (SLAs). Candidate must be willing to work on a pre-planned shift schedule as per the needs of the business.

  • Bachelor’s Degree in Engineering or Computer Science or related technical field or equivalent practical experience
  • 1+ years professional experience in a technical environment, preferably working with large business-to-business customers
  • Generalist level knowledge of wireless technologies and Nokia Mobile Networks portfolio
  • Self-driven, strong problem solving and analytical skills.
  • Excellent people skills and ability to communicate with customers and technical teams
  • Strong customer service skills
  • Very good listening skills
  • Very good computer typing skills to be efficient in recording information
  • Able to manage multiple computer screens that may display different applications
  • Fluency in English language – written and oral skills

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