Customer Support Specialist

About Nokia

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About Mobile Networks

Mobile Networks, which includes mobile network products, network deployment and technical support services, and related network management. This business group will offer the full portfolio for customers wanting to buy mobile access networks. It target leadership in key technologies such as 5G, ORAN and vRAN.

Job 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. The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase. Complies to the standard and emergency case handling processes. The Technical Care Specialist provides advanced technical and product support for Network Management Systems - mainly for NetAct, its components and the underlying environment - within Care service delivery. Also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.

This is a global position in a 24x7 support scheme with a responsibility to work on complex troubleshooting cases.

Job Responsibilities & Competencies

Key tasks:

• Case Handling and Trouble Resolution

• Care Fault Management and Troubleshooting

• Service Excellence, Customer Focus and Relationships

• Project Management and Knowledge Management

Responsibilities:

• Uses advanced analytical skills and troubleshooting methods, such as system-level tracing, debug, protocol flow analysis, etc., to provide workarounds and solve complex problems or problems that do not have routine solutions.

• Leads and resolves complex situations derived from technical activities such as: software upgrade, audit, equipment swap, network expansion, acceptance testing, feature testing, 3rd party multi-vendor compatibility issues, tailored technical support, end-to-end performance improvement, etc.

• Leads the Root Cause Analysis (RCA) and fault report creation.

• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.

• Provides expertise and may lead technical projects, including risks assessment, resource planning and delivery of advanced services.

• Supports technical activities in early product phases (releases, pilots, trials and early projects).

• Communicates and interacts internally and externally with customers, R&D and 3rd party vendors.

• Complies with the requirements as per the emergency process role, drives quick recovery for issues categorised as ‘critical outages’ and ‘code red’, ensures SLAs are met for escalated cases.

• May work as a Single Point of Contact (SPOC) for some customers.

• Creates and supervises technical documents, guidelines and knowledgebase articles (as author, reviewer, approver, coach).

• Performs system-level product competence training and knowledge transfer across team, takes on the leadership role within the team.

• Shares ideas to improve products, services or professional direction of own organisational unit.

Qualifications

Knowledge of:

• computers/telecom/systems/platforms/cloud technologies

• Software: Nokia NetAct, NARC, Linux, Windows

• Database: Oracle, others

• Virtualization: VMWare, OpenStack

• Programming languages: Java, Python, Perl, C/C++

• Hardware: Servers/Blades, Enclosures, Interconnect Modules (HP, Brocade, Dell)

• SAN Storage: EMC, HP, Dell

• Networking: LAN/WAN Products: Cisco, Juniper, HP

• Telecom: Cellular Networks familiarity (GSM, UMTS, LTE, 5G)

• Problem-solving (troubleshooting)

• Software Change

• Knowledge Management

• 3rd Party product technical support

• Drives Results

• Plans & Aligns

• Drives Vision and Purpose

• Analytical thinking

• Decision-making

• Effective written and verbal communication

• Ability to work under pressure

• Multitasking, outstanding time management

• Results-driven, eager to collaborate, learn, self-develop and tackle challenges.