Specialist Technical Support Vacancy at Nokia

Overview:

Nokia is hiring an experienced Specialist Technical Support. This role independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.

The complete details of this job are as follows:

Roles and Responsibilities:

The Ideal Candidate should be able to:

• Works with discretion and uses specialist knowledge, analytical skills, judgment and practical experience to solve complex problems and to contribute to process improvements.
• Provides training to less experienced personnel.
• Troubleshoots, diagnoses, advises and performs corrective and / or preventive actions to resolve technical issues reported by customers (ensuring customer information is properly protected).
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level.
• Engages and collaborates promptly with additional tiered support levels, as needed and in some cases, collaborates with contracted 3rd party vendors in the maintenance agreement for issues resolution.
• Develops and maintains good understanding of the customer network and recommends improvements of products and solutions to the internal product groups.
• Manages and builds customer relationship on a day-to-day basis. Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
• Creates ‘advanced’ and reuses knowledge management articles.
• Applies SW services processes, policies, tools, documentation and contributes to their continuous improvement.
• Restores / neutralises operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer.
• Contributes to emergency rota when needed.
• Provides SW support to service delivery teams, as needed.
• Records time tracking accurately.
• Ensures self-development as per evolving Nokia portfolio and maintains awareness of new products and releases through regular updates.

Required

Technical Skills

• Deep knowledge of Core Network and functionality of Policy (PCRF) products such as – NPC, SPS
• Familiar with IMS, VoLTE call flows, LTE networks and interfaces.
• IP networks knowledge.
• Good troubleshooting skills. Should be familiar with all troubleshooting tools.
• Excellent hands-on experience on Linux, Kubernetes
• Should be familiar and have expertise in Cloud infrastructure.
• Have skills on Hardware troubleshooting with HP, IBM, ATCA.
• Provide follow-up & ensure good co-ordination with Technical Support teams.

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