As a Case Handling Specialist, you will be responsible for providing technical product support within Care Service delivery in a 24x7 support environment. You will work on troubleshooting customer-reported issues related to 4G/5G and Radio products, acting as a key technical contact for support requests. You will collaborate closely with internal teams, including R&D and Market teams, to ensure timely resolution of customer cases.

This role requires solid analytical and troubleshooting skills, the ability to work in a fast-paced operational environment, and a strong focus on customer satisfaction and service quality.

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.

Our recruitment process

We act inclusively and respect the uniqueness of people. Our 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.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

• B.E / B.Tech degree in Telecommunication, Computer, Software, Electrical Engineering, or equivalent.
• 7+ years of experience in customer technical support or a related role within telecom environments.
• Hands-on experience in troubleshooting Radio network issues, including software, configuration, and performance-related problems.
• Experience interacting with customers for technical issue resolution and providing workarounds.
• Familiarity with incident handling processes and supporting service restoration for high-impact issues.
• Experience analyzing logs such as EMIL, Syslog, MACTTI, Wireshark, or similar tools.
• Exposure to implementation, integration, acceptance testing, O&M, or Care for Radio products.
• Basic understanding of 3GPP standards, with exposure to ORAN / Cloud RAN / vRAN technologies.

It would be nice if you also had:

• Experience using log collection and post-processing tools.
• Understanding of case handling and emergency support processes.
• Participation in knowledge sharing, documentation, or training activities.
• Relevant technical certifications (e.g., RedHat, AWS) are a plus.

• Act as a primary point of contact for customers experiencing technical issues.
• Perform initial diagnosis and troubleshooting of incidents by applying existing knowledge, procedures, and tools.
• Ensure compliance with customer Service Level Agreements (SLAs) and maintain required KPI performance levels.
• Provide regular follow-ups to customers and keep case details updated in the relevant support tools.
• Collect system logs using standard tools, perform log analysis, and assist in identifying root causes of issues.
• Collaborate closely with internal teams such as R&D, GSD, and Market teams to progress and resolve customer cases.
• Participate in 24x7 on-call and emergency support activities as per roster.
• Attend regular operational meetings to review case progress and improve resolution efficiency.