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Technical Care Specialist

Full time @NOKIA Careers in Engineering jobs , in Information technology
  • Post Date : January 11, 2024
  • Apply Before : March 31, 2024
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Job Detail

  • Job ID 32804
  • Offered Salary 3783
  • Career Level Manager
  • Experience 5 Years
  • Gender Male
  • Industry Management
  • Qualifications Degree Bachelor
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Job Description

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

RESPONSIBILITIES

• Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.

• Transfers concepts for professional direction of own organisational unit into actionable measures.

• May lead small technical projects with limited risks and resource requirements.

• Provides assistance to experts to perform troubleshooting methods like system level tracing, debug, protocol flow analysis.

• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.

• Interacts with customer for complex cases, providing workarounds, etc.

• Ensures SLAs are met for escalated cases.

• Contributes for Root Causes Analysis (RCA) analysis and report creation.

• Complies with the requirements as per the emergency process role, whenever required.

• Creates knowledge articles (author, reviewer).

• Creates technical documents and guidelines.

• Develops competencies on products and solutions.

REQUIRED SKILLS

Impact

Impact is short-term and departmental/project in scope. Accountable for quality, accuracy and efficiency. Actions and errors can have functional area impact.

Scope & Contribution

Individual Contributor: Variety of complex tasks within area of responsibility, Demonstrates initiative & contributes to problem solving. Acts with independence and discretion in routine matters. Makes decisions that affect own work. Managerial/Supervisory: May act as Team Leader or Project Leader with some direct supervisory responsibilities in addition to own work assignments. Variety of complex tasks within area of responsibility. Acts with independence and discretion in routine matters. Makes decisions that affect own work.

Innovation

Performs routine activites to meet departmental/project objectives. Requires moderate supervision. Applies commonly recognised concepts within their field of expertise. Shares knowledge with less experienced peers or have high collegial interaction. Raises innovative ideas. Demonstrates adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication

Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues. Has cross-cultural knowledge and global mindset

Knowledge & Experience

Established skills and knowledge of theory and principles within a professional discipline. Uses functionally specific knowledge.Typically 3-5 years directly related experience and a graduate equivalent degree.

Job Description

•    Guarantee the highest satisfaction level of the customer through the SLA (Service Level Agreement)
•    Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely.
•    If necessary, on-site intervention inter/intra city.
•    Rotation in hotline support 24*7 (on call duty)
•    Reproduction of customer problems in lab environment (if needed & if possible)
•    Engage in proactive activities to train the customer or to check on the sanity of the network.
•    Cross-functional and multi-cultural teamwork.
•     Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
•     Transfers concepts for professional direction of own organizational unit into actionable measures.
•     Provide assistance to experts to perform troubleshooting methods like system level tracing, debug, protocol flow analysis.
•     Identifies, reproduces and characterizes defects and collaborates promptly with Expert and R&D teams for fixes.
•     Interacts with customer for complex cases, providing workarounds, etc.
•     Contributes for Root Causes Analysis (RCA) analysis and report creation.
•     Complies with the requirements as per the emergency process role, whenever required.
•     Creates knowledge articles (author, reviewer).
•     Creates technical documents and guidelines.
•     Develops competencies on products and solutions.

Qualifications

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

Behavioural:
Strong analytical and problem-solving skills.
Good Team player.
Creative and resourceful, assertive, customer first attitude.
Uses language as a tool to troubleshoot, to explain and to negotiate.
Can cope with pressure, stress resistant.

Technical Experience :
Products : Prefer to have working experience on Nokia products ISAM 7302 ,ISAM 7330 ,AMS 5520 ,ISAM FTTH (7302,7330,7360) ,5529 APC/IDM/OAD/SDC,NA 5530 etc.
Technical:
Must have knowledge of the GPON, XGS PON,SDAN ,MPLS,Wi-Fi 5 ,Wi-Fi 6 ,SIP,IGMP,SNMP,SNTP, DHCP,UNIX ,PPPoE, ERPS,IPv4 ,IPv6  ,TR69 etc.
5-10 year of experience on GPON.
Basic knowledge of IP is mandatory.
Basic knowledge of Unix and Python preferable though not mandatory.
Preferred to have programming skills in languages like Java, JS, Python
Preferred to have experience in SQL (MariaDB especially), Linux, Web technologies.

Candidate with less experience but passionate on new technology and willing to learn will be considered as well.

Flexibility:
Willing to participate in 24×7 on-duty service on rotational basis,
Willing to handle the 24×7 Mobile duties in out of office hours on weekly roaster basis

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

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