Jr. Technical Care Specialist

Job Description

The Technical Care team plays a crucial role in supporting customers and internal Nokia stakeholders throughout the pre- and post-sales lifecycle. In alignment with contractual service agreements, the team provides both technical and non-technical assistance, serving as the first point of contact for software and hardware incidents or service requests. The team ensures seamless service delivery readiness, offers expert recommendations to product teams on design-for-serviceability considerations, and escalates critical issues to the appropriate functions for resolution.

How You Will Contribute And What You Will Learn

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, log analysis.
• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
• Interacts with customer for complex cases, providing workarounds, etc.
• Ensures SLA targets are met.
• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages.
• Creates and approves knowledge articles (author, reviewer, approver, coach).
• Communicates internally and externally with customers, R&D and 3rd party vendors.
• Rotation in hotline support 24*7 (on call duty).
  
  

Key Skills And Experience

• Knowledge of VMware/Openstack/Container, EVPN, VxLAN and Vswitch concepts.
• Working knowledge of IP standards, layer 2 data communication and routing protocols as well as service provider and MPLS services.
• Ability to articulate technical issues and solutions to internal and external customers
  
  

It would be nice if you also had:

• Previous Nokia intern or co-op experience.
• Experience working in R&D and/or customer-facing environments.
• Working knowledge of the Nokia NSP and IP products would be desired, but not necessary (Training will be provided to the right candidate):
• Adaptability (Ability to adapt to change quickly; to learn new technology, products, processes, etc. ).
• Ability to objectively think and solve problems while under pressure.
• Ability to effectively work with Windows applications, such as outlook, Microsoft word, excel, etc.
  
  

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.

About The Team

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.