Job Description

About Nokia
At Nokia we create the technology to connect the world. Developing and delivering the industry's only end-to-end portfolio of network equipment, software, services and licensing that is available globally. Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies. Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity. A truly global company, we are 160 nationalities working in more than 100 countries.
About Fixed Networks
Our Fixed Networks (FN) business group provides an array of “gigabit to the home” solutions to deliver data access to our communication service provider (CSP) customers. This includes Fiber-to-the-home (FTTH) as well as 5G fixed wireless access (FWA), xDSL and cable upgrades. We build solutions that don’t stop at the home but also bring that gigabit experience into the home using our meshed Wi-Fi solution.

• Key responsibilities include :

• Assisting customers with technical questions, support to issues, and escalations.
• IT Service Desk for Level 1 issues - provides 1st level technical support through phone, email and chat support to resolve technical end-user services and support requests.
• Escalate complex and/or high priority problems that the L1 team cannot solve to the appropriate TT support team for resolution.
• Diagnoses and troubleshoots end user-issues and provides appropriate solution whenever possible.
• Follow-up with end-users to provide status updates as per SLA agreements.
• Communicates with customers at different levels of technical and non-technical skills sets.
• Follow standard operating procedures by the effective use of Knowledge management.
• Work collaboratively with people across the organization.
• Support for Nokia WiFi Beacons, NWCC L1, NWCC L2 , Nokia WiFi Mobile App, Nokia WiFi WebGUI, ONT interoperability with Nokia WiFi, FWA interoperability with Nokia WiFi, application problems when connected to our products (gaming, VPN, internet slowness, service interruption, etc.), general connectivity issues with laptops, printers, cell phones, tablets, etc.
• Support end users in their use of applications to make sure there is no issue with our products.
• The agent may also provide technical guidance, coaching and training to new team members.

Qualifications

Education:
Under graduate degree (BSc/BCA etc) with good experience (2-3yrs) in networking and telecom domain. Alternatively 2-3 years experience with University degree in Electronics (BE /B-Tech), computer engineering or equivalent, majoring in electronics or IT.
Languages:
Fluent in English, both in speaking and writing Additional need : Willingness to work in night shift.
Behavioural:
Strong analytical and problem-solving skills .
Good Team player.
Uses language as a tool to troubleshoot, to explain and to negotiate.


Technical Experience :

• Minimum of 18months plus experience working in a IT Service Desk/inbound Call Center environment.
• Experience using ITSM Ticketing tools (e.g. Salesforce, ZenDesk, Service Now, Remedy) or similar ticketing systems to manage and track incidents.
• Preferred, but not required: Associate's (or equivalent) degree in Computer Science or Information Technology.
• Preferred, but not required: Certification in relevant networking, IT products, or technologies (Examples, CWNA CompTIA A+, CompTIA Network +, etc.).
• Preferred to have knowledge WiFi 802.11n (Wi-Fi 4) , WiFi 802.11ac (Wi-Fi 5), WiFi 802.11ax (Wi-Fi 6), WLAN Protocols and Devices, Radio Frequency (RF) Technologies
• Understanding of customer support, operations, and processes.
• Effective communication in English both written and verbally, with stakeholders, team members, other organizations, and mainly with customers.
• Ability to talk and type accurately.
• Good knowledge of Windows operating systems, networks, and network security concepts and tools is required.
• Knowledge of the Microsoft Office application suite including MS Outlook, excel and power point.
• Demonstrated capability to achieve results under pressure in a dynamic, fast-paced environment.

Enthusiasm and desire to serve customers

Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people’s lives and help to overcome some of the world’s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, 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. Nokia culture welcomes people as their true selves. Come create the technology to connect the world.