-Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on IP Video issues reported by customers. Provide in depth investigation of critical escalated issues. Provide technical support to all the ALU Service Delivery teams.
-Use and apply Technical Support processes, policies & tools documentation (CARES, OLCS, CSAT). Contribute to their continuous improvement.
-Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
-Create and maintain customer relationship on a day-to-day basis, e.g., communication, information gathering, operational review, escalation and reporting. Provide appropriate follow-up to customers.
-“Certified Outage Technical Engineer” (COTE) qualifies the impact of the outage and restores the service efficiently and within the required timeframe. COTE certification is required.
-“Certified Outage Technical Manager” (COTM) ensures outage situations are documented per guidelines to meet contractual root cause analysis obligations. COTM certification is required.
-Engage additional support level within a predefined time frame and collaborate with them, as needed, in order to resolve the issues.
-Ensure every customer reported issue is properly documented in the CARES ticket for tracking purposes and learning opportunities.
Ensure time tracking accuracy for cost charging purposes.
-Understand the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process.
-Use the knowledge management tool by searching/creating/updating articles. Proactively share knowledge.
Strong technical skills for Nokia Video Products
Expert knowledge/understanding of Linux systems administration; proficient in use of command line interface and basic scripting (shell, Perl, etc.)
Expert knowledge/understanding of enterprise-class IP infrastructure (routers, switches, load-balancers, firewalls) and concepts (routing, NAT, VPN)
Expert knowledge/understanding of internet protocols and standards (e.g. IP, TCP, UDP, HTTP, DNS)
Knowledge of Alcatel-Lucent tools, CARES, CSAT ( customer satisfaction survey), OLCS ( online customer support)