Lead Support Engineer at Telia Carrier

Telia Company AB / Supportteknikerjobb / Solna
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Lead Support Engineer positions open at Telia Carrier
Telia Carrier is one of the world's leading providers of network infrastructure and services - empowering individuals, businesses and societies to execute their most critical activities. Our Customer Support Center (CSC) is a single point of contact for incidents and other inquiries for Telia Carrier customers globally. CSC is a technical customer support unit with strong business acumen, and our mission is to deliver world-class customer experience 24/7/365. Are you also passionate about high-quality timely customer support and love digging into complex incidents? If so, we want you in our team!
With the ambition to decrease lead times by solving more incidents at first contact, we introduce a new Lead Support Engineer role within our Customer Support unit. The main objective is to work side by side with our Customer Support Engineers, and by providing in-depth technical support and technical analysis be able to steer complex and escalated cases to a faster resolution.

The role is operational and assigned on weekly basis during extended office hours, 24/7 shifts may occur. You report to one of our CSC team Managers, and will be located in Solna (Sweden) or Herndon (USA). Several positions are open.

Tasks and responsibilities
• Act as a role model in sharing competence within the entire CSC unit
• Initiate, participate in and act as resource in case-specific taskforces
• In-depth analysis of incidents
• Increased and extended trouble shooting capabilities
• Increased ownership of complex cases
• Assist the team with escalated cases, especially complicated technically, driving progress in them
• Can be combined with a knowledge leader assignment or working closely with KLs and interfacing units to ensure qualitative routines & processes
• Work closely with 2nd and 3rd line units, to secure best practices, lessons learnt and competence sharing

Specific area of expertise / Requirements
• Advanced knowledge about Telia Carrier, products and customers
• Advanced knowledge about Telia Carrier Network in one or more of these areas: IP, Mobile Data and Transmission
• Advanced documented technical knowhow and skills in terms of trouble shooting (e.g. TCP/IP, MPLS, BGP, QoS, DWDM, roaming signaling etc.)

Personal characteristics - soft skills
• Ability to take on an operational leadership with need for immediate decisions and execution
• Analytical capabilities and drive to turn information into fact-based knowledge
• Persistent and self-propelling. You make things happen and capable to coordinate all parties needed in trouble-shooting
• Good team player with a great sense of responsibility and excellent communicator
• Able to handle several issues simultaneously

Contact persons:
Marcus Sjödin +46 70 510 56 00
Locations: Solna

Publiceringsdatum
2019-02-22

Så ansöker du
Sista dag att ansöka är 2019-03-08
Klicka på denna länk för att göra din ansökan

Företag
Telia Company AB

Kontorsadress
Stjärntorget 1

Jobbnummer
4629304

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