Customer Support Engineer

Telia Carrier (TC) is one of the world’s leading providers of network infrastructure and services – empowering individuals, businesses and societies to execute their most critical activities.
Customer Support Center (CSC) is TC’s single point of contact regarding service faults, delivery, billing and sales inquiries from customers such as operators, service and content providers as well as other large-scale users world-wide. We own and drive customer issues to resolution while keeping an open channel of communication with customers during on-going cases. CSC is a technical customer support unit with strong business acumen and customer focus.


Each engineer’s level of personal ownership and responsibilities are key in our daily operations, your analysis and assessment will form base for future actions. You will be responsible to drive progress in cases and a variety of ongoing task forces.
Independent decision-making is fundamental in our chain of operations, A majority of all cases are owned and resolved by our customer support engineers.
We deliver a world-class customer experience to build business trust and reliability with our customers. Employees are scheduled on a rolling basis for shift work covering 24/7/365. Single shifts and on-call duty can occur.
Improving our way of working is key which is why you are expected to raise various issues. We work with continuous improvements, so you need to find change appealing.
Key responsibilities
· Perform in-depth level of analysis and troubleshooting.
· Initiate Escalation process, drive progress and overall ownership throughout the process.
· Form case specific task forces and drive progress in the incident process
· Keep track of SLA thresholds and commitments and chase information and progress status with other internal units and external providers
· Take care of our customers’ requests (incoming by telephone, e-mail, web interface and/or fax)
· Log all actions taken, and contacts with customers, in the appropriate system
· Be responsible for keeping the fault handling on-going and to push for a resolution/a restoration of the service as soon as possible
· Write reason for outage reports to customers upon request
· Contribute to the process and routine development and improvements and share knowledge
· Exemplify the company values & code of ethics in the daily workflow
Qualifications and skills needed
· Your knowhow and competence will decide the outcome of any given case. Your independent decision-making is fundamental in our chain of operations.
· Ability to take on an operational leadership with need for immediate decisions and execution.
· Analytical capabilities
· Excellent/ fluent English (written and spoken) on a highly technical & professional level
· A degree with major in Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same
· Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, Ethernet
The following skills are meriting:
· Cisco/Juniper certification and/or understand of signaling
· Other related university studies
· ITIL knowledge
Working hours:
A continuous 24/7/365 shift list, single shifts and on-call duty might occur.
The role’s responsibilities may require an individual security clearance to be performed.
Key responsibilities
·        Perform in-depth level of analysis and troubleshooting.
       Initiate Escalation process, drive progress and overall ownership throughout the process.  
       Form case specific task forces and drive progress in the incident process
· .       Keep track of SLA thresholds and commitments and chase information and progress status with other internal units and external providers
·        Take care of our customers’ requests (incoming by telephone, e-mail, web interface and/or fax)
·        Log all actions taken, and contacts with customers, in the appropriate system
·        Be responsible for keeping the fault handling on-going and to push for a resolution/a restoration of the service as soon as possible
·        Write reason for outage reports to customers upon request
·        Contribute to the process and routine development and improvements and share knowledge
·        Exemplify the company values & code of ethics in the daily workflow
Qualifications and skills needed
Your knowhow and competence will decide the outcome of any given case. Your independent decision-making is fundamental in our chain of operations.
•Ability to take on an operational leadership with need for immediate decisions and execution.
•Analytical capabilities
·        Excellent/ fluent English (written and spoken) on a highly technical & professional level
·        A degree with major in Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same
·        Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, Ethernet
The following skills are meriting:
·        Cisco/Juniper certification and/or understand of signaling 
·        Other related university studies
·        ITIL knowledge


Working hours
A continuous 24/7/365 shift list, single shifts and on-call duty might occur.
The task may require an individual security clearance to be performed according to the Act on Personnel Security Clearances
Welcome to Telia – Home to your next big opportunity!