Technical Care Specialist
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About the Role
As Technical Care Specialist provides advanced technical and product support within Care service delivery. This is a global role in a 24×7 support environment, responsible for handling complex troubleshooting cases, particularly at the solution and system levels. The Specialist also serves as the primary interface to R&D for escalating customer issues and ensuring their follow-up through to resolution.
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Responsibilities
- 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.
- 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.
Qualifications
- You have:
- Bachelor’s Degree with 8 to 10 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 24×7 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.
- You have: Bachelor’s Degree with 8 to 10 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 24×7 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 Nokia
Nokia is a Finnish multinational technology company specializing in telecommunications infrastructure, software, and licensing. It provides network equipment and services for mobile, fixed, and cloud networks to communications service providers and enterprises worldwide.
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