Customer Support Specialist
Nokia
Our Care team provides global support for customers and internal stakeholders, handling pre/post-sales activities, first-level software/hardware incidents and ensuring service delivery readiness for our product Domain (NM). You will be part of a team that has the responsibility to work on complex troubleshooting cases on a global scale, thru a 24x7 support scheme.
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.
- Flexible working arrangements and additional flex benefits to support work–life balance
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Medical and life insurance plan, plus paid sick leave for added security
- Meal allowance to support daily needs
- Car allowance based on eligibility
- Well-being programs to support your mental and physical health
- Opportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth Solutions
- A learning culture that promotes continuous personal and professional growth – for your role and beyond
Our Business Group is a leader in wireless mobility networks and services, holding over 3,500 essential 5G patent families and pioneering Open and Cloud RAN technologies. Our Business Unit delivers support for advanced Network Management products, including MantaRay NM, utilizing cutting-edge cloud, container, and OCP-v virtualisation for hybrid and next-generation open networks.
You have:
- Nokia NetAct/MantaRay NM
- OS / Software: Linux (RedHat), Windows
- Virtualization: VMWare, RH OpenStack
- Containers: RH OpenShift, Kubernetes
It would be nice if you also had:
- Hardware fundamentals (HPE/DELL)
- Basic understanding of RAN technologies GSM, UMTS, LTE, 5G
- Database principles knowledge (Oracle and PostGres)
As a Technical Support Specialist, you will be responsible for case handling and trouble resolution, care fault management and troubleshooting, as well as providing a service of excellence focusing on the customer and creating good relationships.
For that you will:
• Use 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.
• Lead and resolve complex situations derived from technical activities such as: software upgrades, audits, equipment swaps, network expansion, acceptance testing, feature testing, tailored technical support, etc.
• Identify, reproduce and characterise defects and collaborates promptly with R&D teams for fixes.
• Communicate and interact internally and externally with customers, R&D and 3rd party vendors.
• Be a part of a Global Emergency Rota, supporting occasionally Out of Business hours