Specialist Technical Support

Job Description

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

Responsibilities

Plans and executes technical tasks requiring specialist skills in own professional area. Works independently with the responsibility for solving customer request cases and reporting according to processes. Identifies and solves technical problems. Shares knowledge in own professional area.

• May support areas by participating in emergency and 24/7 duty(emergency duty on rotational basis only for limited time in a month)
• Domain technical support - Packet Core.
• Customers Regions– APAC & India, MEA & Europe, NAM
• Timing – Engineer assigned to region. Engineer/region team receive cases from all customers in that region. To follow region specific timings.
• Experience with troubleshooting tools, Trace & log file analysis tools, and with measuring equipment PACO requires good knowledge on cloud and container infrastructure.
• Good in All Technology call flows – 2G, 3G, 4G, 5G, as per 3GPP standards.
• Experience with trouble ticket tools and process.
• Fault identification/correction/ reporting skills on the particular subsystem and equipment
• Having Excellent in logical / analytical skills.
• Ready to support Emergencies on a 24/7 basis
• Flexible to work in different time zones.
• Linux Cloud certification.
• Good in IP – Networking.
• Fluency in communication skills à English
• Strong problem-solving ability
• Ability to perform multiple tasks concurrently with ease and professionalism – Primary responsibility of Case handling and Emergency handling, and in addition fulfilment of some requirements of S/w upgrades, Integration & Commissioning.
• Service and Customer oriented
• Team work
• Availability for travel
  
  

Required Skills

Impact

Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution

Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation

Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job function’s view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset

Knowledge & Experience

Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents.

• 10+ years of relevant experience and/or a graduate equivalent (or higher) degree.
• Level 2 Technical Support – TAC - Packet Core.
• Experience with troubleshooting tools, Trace & log file analysis tools, and with measuring equipment PACO requires good knowledge on cloud and container infrastructure.
• Good in All Technology call flows – 2G, 3G, 4G, 5G, as per 3GPP standards.
• Experience with trouble ticket tools and process.
• Fault identification/correction/ reporting skills on the particular subsystem and equipment
• Having Excellent in logical / analytical skills. Ready to support Emergencies on a 24/7 basis
• Flexible to work in different time zones.
• Linux Cloud certification.
• Good in IP – Networking.
  
  

About Us

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
  
  

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.