Job Description
The Technical Care Specialist supports customers across technical support, operations, maintenance, network activities, and training, contributing to revenue growth and customer satisfaction throughout service lifecycle phases and stakeholders per service agreements, acting as the first contact for software and hardware issues, ensuring service readiness, advising product teams on serviceability, and escalating key issues as needed.
How You Will Contribute And What You Will Learn
- Works independently within broad guidelines, applying best practices and business knowledge.
- Translates strategic concepts into actionable measures for the organization.
- Leads small technical projects with limited risk and resource needs.
- Supports experts in advanced troubleshooting, including system tracing, debugging, and protocol analysis.
- Identifies, reproduces, and analyzes defects, collaborating quickly with R&D for resolution.
- Handles complex customer cases, providing workarounds and ensuring SLA compliance.
- Contributes to root-cause analysis, reports, and emergency process responsibilities when required.
- Creates knowledge articles, technical documents, and guidelines while continuously developing product and solution expertise.
Key Skills And Experience
You have:
- Bachelor's Degree with 8 to 12 Years of Experience in SDH and basic LAN/WAN/Networking concepts.
- Provide technical support for Nokia 1830 PSS (OTN) products, diagnosing and resolving customer issues remotely or on-site when required.
- Ensure customer satisfaction by meeting SLA commitments and maintaining strong customer focus.
- Reproduce customer issues in lab environments and analyze test specifications to support product recommendations.
It would be nice if you also had:
- Coordinate with product experts and global TSC, Optics L3 TEC, Services PLM, and other Nokia teams to ensure high-quality service delivery.
- Participate in 247 hotline rotation, managing incident handling, escalation, and resolution.
- Drive improvement initiatives, share technical leadership with peers, and engage in proactive customer training or network health checks.
- Apply strong expertise in DWDM, OTN, and GMPLS while working effectively in cross-functional, multicultural teams.
About Us
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.
Learn more about life at Nokia .
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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.
If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .
About The Team
Some of our benefits:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
