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Care Technical Specialist (SON)

📁
Customer Services
💼
MN Mobile Networks
📅
2100000AMF Requisition #

About Nokia

At Nokia, we create technology that helps the world act together.
As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.
Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.
Watch our video to discover how we create meaningful interactions to drive human progress.

 

About Mobile Networks

Mobile Networks, which includes mobile network products, network deployment and technical support services, and related network management. This business group will offer the full portfolio for customers wanting to buy mobile access networks. It target leadership in key technologies such as 5G, ORAN and vRAN.

 

Job Description

As a Technical Care Specialist, you are the expert technical interface between Nokia customers and Nokia technical support & development teams. Your responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field SON software and hardware issues.

Resolve simple and complex customer technical issues either on-site or via telephone, chat applications or other remote applications.

Research customer technical issues in a timely manner and follow up directly with the customer with recommendations and action plans.

Escalate cases to L4S/R&D when the problem is either a SW Bug or too complex or falls out of your specific area of expertise.

To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills, and be someone who embraces challenges.

 

Job Responsibilities & Competencies

•    Plans and performs technical activities to service the customer and brings expertise to customer network on need basis.

•    Plans and executes technical tasks requiring specialist skills in own professional area.

•    Works independently with the responsibility for solving customer request cases and reporting according to processes.

•    Identifies and solves technical problems. Shares knowledge in own professional area.

•    Must be Flexible to support by participating in emergency and 24/7 duty including Night shifts.

•    Create new Knowledge-Base articles to document solutions for reuse

•    Provide feedback to technical support and development teams on new product features/ enhancements

•    Participate in technical communications within the Care team to share best practices and learn about new technologies and complementary applications

•    Expand his/her personal knowledge horizon into new areas of technical expertise.

•    Attend knowledge/training sessions, complete lab projects, complete online training content, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

 

Qualifications

•    5-10 years of hands-on experience primarily in network optimization - SON / OSS products

•    Proven experience in working with one or more leading radio vendors (Nokia, Ericsson, Huawei)

•    Strong radio optimization experience across 2G, 3G, 4G & 5G

•    Strong hands-on experience of the following protocols and applications:

  • Linux/Unix (including troubleshooting of Linux/Unix software applications),
  • TCP/IP Networking,
  • 3GPP Wireless protocols (GSM, UMTS, LTE) including 5G,
  • Web based applications and architecture,
  • Virtualization (VMware)

•    Hands on with Databases (MySQL/PostGres and Redis etc), Python, Scripts

•    Familiarity with cloud technologies (Microservices, Containers, Messaging, Kubernetes, Docker)

•    Networking & system level troubleshooting

•    Excellent interpersonal communication and customer service skills are required in order to work successfully with customers in high stress and/or ambiguous situations

•    Excellent influencing & conflict resolution skills

•    Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment

•    Demonstrated ability to bring a creative approach to the problem-solving

•    Java or Python development experience is added advantage

 

Preferred Qualifications:

•    2G/3G/4G/5G network design/troubleshooting

•    Analysis of wireless network Key Performance Indicators (KPIs)

•    Knowledge of RF planning tools and drive testing

•    3+ years of experience in data storage, networking, system administration or technical support

 

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 technology that helps the world act together.

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Nokia is an equal opportunity employer that is committed to diversity and inclusion. 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.