Technical Care Specialist

**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**

As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.

Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.

**We are seeking a Support Engineer to join our care team based in Amadora, Portugal.**

As a Support Engineer you will be responsible for planning and executing technical tasks in order to support our enterprise and global customers across the globe. In this role you will be working in a team but you will be autonomously able to solve the customer issues and accommodate their requests (received in the ticketing tool) according to Nokia Processes.

**What you will learn and contribute to**
- Plan, design, test, execute, analyse, and report on process improvements to gain fastest troubleshooting.
- Review network problems and ensures all learning’s are shared with appropriate stakeholders.
- Develop scripts/macros to perform health checks to speed up troubleshooting efforts.
- Provide technical guidance, leads CH workshops, and support to other GC CH engineers to avoid/minimize troubleshooting challenges.
- Perform lab testing to ensure major SW releases challenges and best practices are included in Troubleshooting Guides, working alongside GC.
- Review recently published Technical Notes and Change Notes to ensure fastest problem solving when encountering known problems.
- Launch, trials and pilot projects support and SW Upgrades

**Your skills and experience**

**You have**:

- Engineer graduated in Telecommunications IT or Electronic Engineering or on related field,
- Fluent spoken and written English.
- Understanding of Mobile Networks (GMS, UMTS, LTE) and IP Networks

**It would be nice if you also had**:

- Knowledge in network technologies, including TCP/IP, routing/switching, Network Management, DNS, HTTP, SOAP, XML, SNMP
- Knowledge with Protocol Analyzer Tools (Wireshark, Tektronics etc.) and internal message flow protocols.
- Knowledge of fALU IMS solution, particularly 1360 COM
- Troubleshooting skills on IP, UNIX, LINUX
- Knowledge and experiences with virtualization environment (Cloudband, VM Ware, Open Stack, Azure, AWS) is an advantage for the position
- Previous experience in Customer Technical Support
- Scripting practices
- Be a good team player
- Ability to work under pressure with strict deadlines
- Self-driven, independent and passionate with a strong sense of ownership and teamwork spirit
- Willingness to continuous learning
- Good communications skills
- Ability to interact with customers and internal organizations
- Ability to chair meeting & report effectively
- Willingness to work in 24*7 environment and travel when necessary

**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.

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. Nokia culture welcomes people as their true selves. Come create the technology to connect the world.

**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