As a Customer Support Specialist at Nokia, you will be a key player in our Care team, delivering exceptional technical support for our Autonomous Network Products. Your role involves troubleshooting and resolving complex customer issues in 24/7 environments, ensuring compliance with Service Level Agreements (SLAs) while collaborating across teams and with third-party vendors. You will utilize your expertise in modern technologies, including Kubernetes and AWS, to enhance service delivery and customer satisfaction. Joining our dynamic team means engaging in continuous learning and knowledge sharing, in a fast-paced, supportive atmosphere that values innovation. Your contributions will directly impact our customers' experiences and help drive improvements that shape the future of telecommunications. Expect a collaborative work environment where your analytical mindset and customer-focused approach will shine, as you tackle challenges and cultivate strong client relationships.
- Deliver exceptional customer support for Nokia's Autonomous Network Products through troubleshooting and resolution of technical issues.
- Proactively manage customer relationships by providing timely updates and follow-ups on case statuses.
- Ensure compliance with Service Level Agreements (SLAs) and maintain high-quality performance indicators (KPIs).
- Collaborate with cross-functional teams and third-party vendors to address complex technical challenges effectively.
- Drive continuous improvement by creating knowledge management articles and sharing best practices across teams.
- Engage in emergency ticket handling and provide 24x7 on-call support as a Certified Emergency Engineer.
- Analyze and recommend enhancements for customer networks to optimize solutions and services.
- Act as a technical leader within the team, mentoring junior staff and contributing to strategic service portfolio decisions.
You have:
- Bachelor's in Engineering with 4-12 years of experience in System Administration operation (Troubleshooting, Configuration, Lab testing, etc.)
- Experience with Administration/Installation/Upgrade/Troubleshooting of Autonomous Network Products (e.g., Nokia Assurance Center, FlowOne, etc.)
- Hands-on experience with Kubernetes, Redhat OCP, VMware, AWS, and EKS.
- Strong problem-solving ability and analytical thinking skills with the capability to handle multiple tasks efficiently.
It would be nice if you also had:
- Experience in system administration of Linux/Windows environments.
- Familiarity with RDBMS like Oracle, MariaDB, Postgres, and Neo4j.
- Basic knowledge of Telecom and IP Network architectures.
- Experience with trouble ticket tools and processes.
#LI-Hybrid
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
What we offer
Nokia offers 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.
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 Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s 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.
Join us and be part of a company where you will feel included and empowered to succeed.
