Job Description

Job Category: Customer Services
Degree Level: Bachelor's Degree
:
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.
Responsibilities:

• 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.

Qualifications:
You have:

• B.E / B.Tech Engineer graduate in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with 13+ 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 - ex. RedHat, AWS.
• Understanding in Case Handling, including Emergency Support activities.Involvement in Training delivery and knowledge content creation.

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:
In , our ambition is to become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. We strive to deliver unbeatable customer experiences in wireless connectivity.