$70000 - $75000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
The role will include following activities:
To coordinate and support Mobile & Fixed voice services provided by CSP’s as part of Nokia IT TEM service offerings and being responsible for Incident Management; Change Management and Request Fulfillment.
Being responsible for service request validation and implementation according to defined processes and policies. Acting as the operational interface to CSP’s in order to achieve request fulfillment according to the contractual agreed SLA’s.
The Nokia IT TEM Operations Support is providing support to end users and immediately interacts with service providers for necessary fixes, is responsible for the install, move, add, change/decommissioning (IMAC/D) process for the communication services in scope.
The Nokia IT TEM Operations Support is expected to monitor the agreed Service Levels, report breaches and consistently drives the identification of opportunities for continuous service improvements.
To ensure that the Incident and Request Fulfillment processes are working as they should, by routinely checking if all tickets are owned and processed.
To collaborate with Nokia’s IT procurement team and to maintain contract information & price plans in a Telecom Expense Management application, conducts CSP ratings and optimizations to fleet price plans to control and reduce service fees.
To manage and track contract status; To capture, store and manage copies of relevant parts of telecom contracts and amendments (for reporting purposes, analysis, and reference such as for invoice validation and monitoring of CSP SLA’s)
To establish and update regularly telecom inventory database including all service-related key parameters and price plan details.
Enables decision making prior to execution; provides information to key stakeholders for recommendation in making contract changes and adjustments.
The IT TEM Operations support updates support documentation of processes to be used by Nokia employees such as FAQ information; review and update communication and TEM related service pages on Nokia Intranet, manages all communications in the region
REQUIRED SKILLS
Bachelor’s degree in IT/Science or a related discipline with minimum of 5 years of experience providing IT end user support and/or IT on-site support.
Demonstrated end-user support skills are required including the ability to work with concerned users and to handle business escalations.
Practical experience with Microsoft 365 applications (e.g. Outlook, OneDrive, PowerPoint, Excel, SharePoint, and PowerBI) and collaboration tools.
Good understanding of ITIL (Information Technology Infrastructure Library) processes and experience with ITSM solutions (i.e. SNOW, Remedy).
Excellent Problem-solving skills, Ability to prioritize workload.
Telecom Expense Management experience preferred.
Professional working proficiency in English is required, additional language skills in Mandarin; Japanese, French; Portuguese; Russian; Spanish; Vietnamese are a plus.
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
5 years of experience
Manufacturing
On going position
In-person