Case Handling Specialist
Nokia
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.
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.
- Flexible working arrangements to support work–life balance
- Health and well-being support – private medical care for you and your family, life insurance, mental health programs, and employee resource groups
- A minimum of 90 days of Maternity and Paternity Leave based on eligibility
- Meal and lifestyle perks – Lunch Pass (monthly meal subsidy), Nokia Social Fund (sport card, cinema tickets, loans)
- Volunteering – two paid days per year for community or charitable activities
- Career growth & mobility – technical career path, job rotation, and domestic relocation support
- Continuous learning – mentorship programs, digital learning platforms and tools
- Annual bonus – based on individual and company performance
- Pension scheme (PPE) – available after 36 months of continuous employment
- Car benefit – the eligibility for a company car is based on employee’s job grade
Are you adept at solving complex 4G/5G and Radio product issues, thriving in a fast-paced 24x7 support environment? We invite you to apply for our Case Handling Specialist role, where you'll be the primary technical contact for customers and coordinate critical escalations with R&D.
You have:
- B.E / B.Tech Engineer graduate in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with relevant experience in Customer Technical support.
- Ability to resolve complex technical situations, including deployment support, software upgrades, audits, and network expansions.
- Experience in interacting 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 – ex. RedHat, AWS.
- Understanding in Case Handling, including Emergency Support activities.Involvement in Training delivery and knowledge content creation.
Your daily work:
- You will contribute as the primary point of contact for customers experiencing technical difficulties.
- Ensuring customer Service Level Agreement (SLA) compliance and KPI quality performance level and manages and building customer relationships on a day-to-day basis.
- Providing appropriate follow-up to customers and keeping the case information updated in the support tool.
- Performing initial diagnosis of incidents and apply existing knowledge to find solutions.
- Collecting logs using UTF, performing log analysis using available post-processing tools, and using analytical skills to solve complex problems
- Collaborating within the team as well as act as a coach towards the less experienced personnel, possibly leading technical projects with manageable risks. Participating in Emergency duty 24x7 as per roaster and resolve critical incidents.
- Participating in daily/weekly meetings within GSD and with Market & Customer teams to review the progress and enhance resolution efficiency.