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Technical Care Specialist
2 meses atrás
Role Overview
The Cloud & Network Services (CNS) business group at Nokia is an innovation engine, spearheading the future of transformational businesses. As a Technical Care Specialist, you will contribute to Nokia's growth by improving competitiveness through continuous investment in technology leadership.
Key Responsibilities
• Independently work within broad guidelines and use best practices and knowledge of internal or external business issues.
• Transfer concepts for professional direction of own organisational unit into actionable measures.
• May lead small technical projects with limited risks and resource requirements.
• Provide assistance to experts to perform troubleshooting methods like system level tracing, debug, protocol flow analysis.
• Identify, reproduce and characterise defects and collaborate promptly with R&D teams for fixes.
• Interact with customer for complex cases, providing workarounds, etc.
• Ensure SLAs are met for escalated cases.
• Contribute for Root Causes Analysis (RCA) analysis and report creation.
• Comply with the requirements as per the emergency process role, whenever required.
• Create knowledge articles (author, reviewer).
• Create technical documents and guidelines.
• Develop competencies on products and solutions.
Requirements
• Degree in Engineering, Telecommunications, Computer Science or related.
• 3-5 years of experience providing customer technical support, ideally within an international organization.
• Experience in supporting and deploying Infoblox DNS and any Firewall.
• Availability to work 24x7 support (shifts).
• Ability to work independently and in complete ownership of her/his/their work.
About Nokia
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.
