Customer Support Engineer, RAN 2G/3G Expert

Job ID #: 52370 Experience Required: 5 - 7 Years

Country: Colombia Education Required: Bachelors Degree or equivalent
City: Bogot Relocation Provided: Yes
Job Field Area: Customer Service Date Posted: Jul 11, 2013
Employment Type: Full - Time Regular / Permanent Location Flexibility: None
Travel Percentage: 30


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Nokia Solutions and Networks is the worlds specialist in mobile broadband. From the first ever call on
GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our
global experts invent the new capabilities our customers need in their networks. We provide the
worlds most efficient mobile networks, the intelligence to maximize the value of those networks, and
the services to make it all work seamlessly. With headquarters in Espoo, Finland, we operate in over
150 countries around the globe.
General Purpose

Plans and performs technical activities to service the customer and brings expertise to customer site on need
basis.
Main Responsibility Area

Plans and executes technical tasks requiring specialist skills in own professional area. Works independently
with the responsibility for solving customer request cases and reporting according to processes. Identifies and
solves technical problems. Shares knowledge in own professional area. May support areas by participating in
emergency and 24/7 duty.
Position Description

Act as customers local interface for service delivery and support. Execute Care tasks typically within own
country/area.

Provide first level technical support for customer queries, according to customer contract and internal support
model:

Responsible for meeting contracted response times.
Troubleshoot requests in RAN 2G/3G network subsystem
Determines need for technical escalation to GCCs.
Responsible as technical customer contact during request resolution
Conducts knowledge searches for potential solutions / other requests in progress.
Records updates and information periodically or on an as required basis.
Handles technical questions, provides understanding of customers network configuration, co-ordinates
resolution delivery
Does on site trouble shooting if required
Responsible for emergency support activities.
Utilizes several troubleshooting tools in own technology area

Apply customer specific parametering and configuration in the network elements subsystems

Perform SW maintenance activities such as installation & test of technical/change notes /change deliveries.

Carry out independently complex technical activities such a SW upgrades, updates including On-line SW
Change Service, Expert Support, Preventive Care and technical audits on site.

On-site support at customers premises participating network operation service, when applicable.

Plan and run a subproject (like SW upgrade, SW change planning, Expert Support and Tailored technical
support), limited scope.

On request perform
Installation and/or commissioning and/or integration activities.
Network expansion activities.
Technical/customer acceptance testing
Implement parametering in the network elements subsystems (understands KPI and the impact on the
performance of the system).
Feedback and co-ordination with other service business lines (like Network Planning, System Integration)
Participate multivendor and 3rd party activities (installation, integration, interface troubleshooting)
Position Requirements

Communication Skills (Care)
IP Competence (Care)
Linux Competence (Care)
Online SW Change Service
Service Excellence
Customer Relationship
Operation & Maintenance Support
Implementation

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