Network Management Trainee

Há 3 dias

Amadora, Portugal NOKIA Tempo inteiro

**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.

**The team you’ll be part of**

Our Business Group is a leader in wireless mobility networks and associated services. With more than 3.500 patent families essential for 5G we have a strong 5G portfolio and are a front runner in open and virtualized radio access networks (O-RAN and vRAN).

You will be part of a team that has the responsibility to work on complex troubleshooting cases in a global scale, thru a 24x7 support scheme.

**What you will learn and contribute to**

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.

For that you will:

- Use advanced analytical skills and troubleshooting methods, such as system-level tracing, debug, protocol flow analysis, etc., to provide workarounds and solve complex problems or problems that do not have routine solutions.
- Lead and resolve complex situations derived from technical activities such as: software upgrade, audit, equipment swap, network expansion, acceptance testing, feature testing, 3rd party multi-vendor compatibility issues, tailored technical support, end-to-end performance improvement, etc.
- Lead the Root Cause Analysis (RCA) and fault report creation.
- Identify, reproduce and characterize defects and collaborates promptly with R&D teams for fixes.
- Provide expertise and may lead technical projects, including risks assessment, resource planning and delivery of advanced services.
- Support technical activities in early product phases (releases, pilots, trials and early projects).
- Communicate and interact internally and externally with customers, R&D and 3rd party vendors.
- Comply with the requirements as per the emergency process role, drives quick recovery for issues categorized as ‘critical outages’ and ‘code red’, ensures SLAs are met for escalated cases.
- May work as a Single Point of Contact (SPOC) for some customers.
- Create and supervise technical documents, guidelines and knowledgebase articles (as an author, reviewer, approver, coach).
- Perform system-level product competence training and knowledge transfer across team, takes on the leadership role within the team.
- Share ideas to improve products, services or professional direction of own organizational unit.

**Your skills and experience**

As a Customer Support Specialist, you will be responsible for case handling and trouble resolution, care fault management and troubleshooting, project management, as well as providing a service of excellence focusing on the customer and creating good relationships.

You have:

- OS / Software: Linux (RedHat), Windows

It would be nice if you also had:

- SAN Storage
- Virtualization: VMWare, OpenStack
- Telecom: Cellular Networks familiarity (good to know: GSM, UMTS, LTE, 5G)
- Database: Oracle or others
- Programming languages (some of them): Java, Python, Perl, C/C++
- Networking: TCP/IP (OSI model, HTTP/HTTPS, DNS, SSH, TCP, routing, switching, subnets, ACLs, NAT)

**What we offer**

Nokia offers flexible and hybrid working schemes, 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
- LGBT+ equality & best place to work by HRC Foundation

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.

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