Case Handling Specialist
Nokia
We are currently hiring for two levels for this position (Job Grade 9 and Job Grade 10). Candidates will be assessed and matched to the appropriate level based on their experience and competencies.
As a Case Handling Specialist, you will be responsible for providing advanced technical product support within Care Service delivery in a 24x7 support environment. You will work to solve the complex troubleshooting tickets on the latest technology 4G/5G and Radio products. You will be the primary technical point of contact for customer support requests. Also, you will coordinate as the primary interface towards R&D for escalation of customer problems and their follow up till resolution. This requires good analytical and debugging skills with a proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
As a Case Handling Specialist, you will be responsible for providing advanced technical product support within Care Service delivery in a 24x7 support environment. You will work to solve the complex troubleshooting tickets on the latest technology 4G/5G and Radio products. You will be the primary technical point of contact for customer support requests. Also, you will coordinate as the primary interface towards R&D for escalation of customer problems and their follow up till resolution. This requires good analytical and debugging skills with a proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details.
- B.E / B.Tech Engineer graduate in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with 10+ years of relevant experience in Customer Technical support.
- Resolves complex technical situations, including deployment support, software upgrades, audits, and network expansions.
- Interact with customers for complex cases, providing workarounds and ensuring SLAs are met.
- Experience in process requirements and ensure quick recovery for critical outages & tickets.
- Experience in debugging issues using the standard logs (EMIL, Syslog, MACTTI, Wireshark).
- Experience in Implementation, Integration, Acceptance Tests, O&M, and/or Care for Radio Products.
- Experience in 3GPP standards/ORAN/Cloud RAN/vRAN. Experience in troubleshooting and testing in L1/L2/L3/RF/IODT domain.
It would be nice if you also had:
- Usage of various log collection & processing tools. Any 3rd party certification – e.g., RedHat, AWS.
- Understanding in Case Handling, including Emergency Support activities. Involvement in Training delivery and knowledge content creation.
- You will contribute as the primary point of contact for customers experiencing technical difficulties.
- Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level and manages and builds customer relationships on a day-to-day basis.
- Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
- Perform initial diagnosis of incidents and apply existing knowledge to find solutions.
- Collect logs using UTF, perform log analysis using available post-processing tools, and use advanced analytical skills to solve complex problems.
- Collaborate within the team as well as act as a coach towards the less experienced personnel and may lead technical projects with manageable risks. Participate in Emergency duty 24x7 as per roaster and resolve critical incidents.
- Participate in daily/weekly meetings within GSD and with Market & Customer teams to review the progress and enhance resolution efficiency.