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, optimizing, 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.

 

Knowledge & Experience
 

Experience: 1-1.5 years of related experience in support and troubleshooting process Technical Knowledge: Networking basics, Unix Commands, Scripting Basics, Experience working with Linux (Redhat) or Solaris servers, Database Knowledge (preferred). Communication Skills: English intermediate/Advanced. Fluency to communicate. Academy Profile: Master degree (desired)/Bachelor degree in Telecommunication, system, Information Technology or Engineering. Strong analytical reasoning and problem-solving skills, self-motivated, aggressive and hard working.

It would be nice if you also had:

Desirable Certifications: anything related to Linux/Redhat is a plus. Desirable knowledge in Access technologies: GPON, XGSPON, ONTs, EMS servers (Element Manager system). Advanced to Strong-Academy Profile: UG/PG (Preferably in Electronics/Information Technology/Computer Science)

 

• 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.
• 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.