Technical Care Specialist - SON

Job Description

About NokiaWe create the critical networks and technologies to bring together the world s intelligence, across businesses, cities, supply chains and societies. With our commitment to innovation and technology leadership, driven by the award-winning Nokia Bell Labs, we deliver networks at the limits of science across mobile, infrastructure, cloud, and enabling technologies. Adhering to the highest standards of integrity and security, we help build the capabilities we need for a more productive, sustainable and inclusive world.About Global ServicesThe Global Services business group deploys, supports and operates communication service providers (CSP) and enterprise networks. This includes network infrastructure services and professional services for mobile networks and managed operations for fixed, mobile, IP and optical domains. Nokia is also leading new growth areas including network cognitive services and analytics, public sector networks, energy and transport markets and our Worldwide IoT Network Grid (WING) which provides seamless connectivity across geographical borders and technologies.Job DescriptionAs a Technical Care Specialist, you are the expert technical interface between Nokia customers and Nokia technical support & development teams. Your responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field SON software and hardware issues. Resolve simple and complex customer technical issues either on-site or via telephone, chat applications or other remote applications. Research customer technical issues in a timely manner and follow up directly with the customer with recommendations and action plans. Escalate cases to other more senior Technical Support Engineers and/or R&D Engineers when the problem is too complex or falls out of your specific area of expertise. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills, and be someone who embraces challenges.Job Responsibilities & CompetenciesPlans and performs technical activities to service the customer and brings expertise to customer network on need basis. Plans and executes technical tasks requiring specialist skills in own professional area. Works independently with the responsibility for solving customer request cases and reporting according to processes. Identifies and solves technical problems. Shares knowledge in own professional area. Must be Flexible to support by participating in emergency and 24/7 duty including Night shifts. Create new Knowledge-Base articles to document solutions for reuse Provide feedback to technical support and development teams on new product features/ enhancements Participate in technical communications within the Care team to share best practices and learn about new technologies and complementary applications Expand his/her personal knowledge horizon into new areas of technical expertise.Attend knowledge/training sessions, complete lab projects, complete online training content, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.Qualifications5-10 years of hands-on experience primarily in network optimization - SON / OSS products Proven experience in working with one or more leading radio vendors (Nokia, Ericsson, Huawei) Strong radio optimization experience across 2G, 3G, 4G & 5G Strong hands-on experience of the following protocols and applications: Linux/Unix (including troubleshooting of Linux/Unix software applications), TCP/IP Networking, 3GPP Wireless protocols (GSM, UMTS, LTE) including 5G, Web based applications and architecture, Virtualization (VMware)Hands on with Databases, Python, Scripts Familiarity with cloud technologies (Microservices, Containers, Messaging, Kubernetes, Docker) Networking & system level troubleshooting Excellent interpersonal communication and customer service skills are required in order to work successfully with customers in high stress and/or ambiguous situations Excellent influencing & conflict resolution skills Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment Demonstrated ability to bring a creative approach to the problem-solving Java or Python development experience is added advantagePreferred Qualifications: 2G/3G/4G/5G network design/troubleshooting Analysis of wireless network Key Performance Indicators (KPIs) Knowledge of RF planning tools and drive testing 3+ years of experience in data storage, networking, system administration or technical supportWorking 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.Additional Information, About NokiaWe create the critical networks and technologies to bring together the world s intelligence, across businesses, cities, supply chains and societies. With our commitment to innovation and technology leadership, driven by the award-winning Nokia Bell Labs, we deliver networks at the limits of science across mobile, infrastructure, cloud, and enabling technologies. Adhering to the highest standards of integrity and security, we help build the capabilities we need for a more productive, sustainable and inclusive world.About Global ServicesThe Global Services business group deploys, supports and operates communication service providers (CSP) and enterprise networks. This includes network infrastructure services and professional services for mobile networks and managed operations for fixed, mobile, IP and optical domains. Nokia is also leading new growth areas including network cognitive services and analytics, public sector networks, energy and transport markets and our Worldwide IoT Network Grid (WING) which provides seamless connectivity across geographical borders and technologies.Job DescriptionAs a Technical Care Specialist, you are the expert technical interface between Nokia customers and Nokia technical support & development teams. Your responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field SON software and hardware issues. Resolve simple and complex customer technical issues either on-site or via telephone, chat applications or other remote applications. Research customer technical issues in a timely manner and follow up directly with the customer with recommendations and action plans. Escalate cases to other more senior Technical Support Engineers and/or R&D Engineers when the problem is too complex or falls out of your specific area of expertise. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills, and be someone who embraces challenges.Job Responsibilities & CompetenciesPlans and performs technical activities to service the customer and brings expertise to customer network on need basis. Plans and executes technical tasks requiring specialist skills in own professional area. Works independently with the responsibility for solving customer request cases and reporting according to processes. Identifies and solves technical problems. Shares knowledge in own professional area. Must be Flexible to support by participating in emergency and 24/7 duty including Night shifts. Create new Knowledge-Base articles to document solutions for reuse Provide feedback to technical support and development teams on new product features/ enhancements Participate in technical communications within the Care team to share best practices and learn about new technologies and complementary applications Expand his/her personal knowledge horizon into new areas of technical expertise.Attend knowledge/training sessions, complete lab projects, complete online training content, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.Qualifications5-10 years of hands-on experience primarily in network optimization - SON / OSS products Proven experience in working with one or more leading radio vendors (Nokia, Ericsson, Huawei) Strong radio optimization experience across 2G, 3G, 4G & 5G Strong hands-on experience of the following protocols and applications: Linux/Unix (including troubleshooting of Linux/Unix software applications), TCP/IP Networking, 3GPP Wireless protocols (GSM, UMTS, LTE) including 5G, Web based applications and architecture, Virtualization (VMware)Hands on with Databases, Python, Scripts Familiarity with cloud technologies (Microservices, Containers, Messaging, Kubernetes, Docker) Networking & system level troubleshooting Excellent interpersonal communication and customer service skills are required in order to work successfully with customers in high stress and/or ambiguous situations Excellent influencing & conflict resolution skills Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment Demonstrated ability to bring a creative approach to the problem-solving Java or Python development experience is added advantagePreferred Qualifications: 2G/3G/4G/5G network design/troubleshooting Analysis of wireless network Key Performance Indicators (KPIs) Knowledge of RF planning tools and drive testing 3+ years of experience in data storage, networking, system administration or technical supportWorking 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.Additional Information,

Keyskills :
key performance indicatorsrf planningpublic sectorproblem solvingglobal servicescustomer serviceequipment supplytechnical supportservice providerssupport engineerswireless protocolsconflict resolution