Core Customer Service Engineer

Core Engineer act as customer’s interface for advanced 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.

• Coordinate his/her actions within the overall roll out of project; with a prime focus on Core team for Project delivery/Care
• Ensure technical expertise in own professional area: commissioning and/or integration and/or technical acceptance activities.
• Ensures network expansion activities.
• Develop and execute test plans, implementation plans, procedures, test specifications and test cases.
• Ensure implementation is in accordance with detailed designs and project timeframes.
• Support multivendor and 3rd party activities (installation, integration, interface troubleshooting)
• Implement parameters in the network elements’ subsystems (understands KPI and the impact on the performance of the system).
• Contribute to innovations and initiatives to improve network performance

• As emergency engineer works on critical incidents on emergency rota; neutralizes and restores the working state of the system
• Carry out independently complex technical activities such a SW and HW upgrades, updates including On-line SW Change Service, new functionality or system integration, migration, Expert Support, Preventive Care and technical audits on site.
• Ensure high availability of Core network services through activities such as troubleshooting, root cause analysis, vendor escalation and management, correction development, testing and implementation
• Ensures feedback and co-ordination with other service business lines
• Regular reporting the work progress; provides updates of incident progress throughout the case lifecycle
• Participates in the regular customer services meeting; manages customer communication on case level through the case lifecycle, supports Care Program Manager with case communication

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