Care Engineer

Job Description

As a Customer Support Specialist at Nokia, you will be pivotal in delivering exceptional care support services to our clients, ensuring seamless operations across our complex product technologies and networks.

In this role you will provide Tier 2/3 technical support for packet core network solutions, ensuring prompt resolution of customer issues. Diagnose and resolve network faults, performance issues, and service disruptions. Manage escalations from customers, partners, and internal teams. Collaborate with engineering teams to resolve complex issues effectively. Monitor packet core network performance and proactively address potential issues. Perform routine maintenance, software upgrades, and patch deployments. Serve as a primary technical point of contact for customer support requests. Communicate effectively with customers, providing clear guidance and updates. Maintain detailed records of issues, resolutions, and troubleshooting steps.

How You Will Contribute And What You Will Learn

Plan and execute 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.

• Support areas by participating in emergency and 24/7 duty (emergency duty on rotational basis only for limited time in a month)
• Care Expert Technical Support – Packet Core.
• Support customers' regions– APAC & India, MEA & Europe, NAM
• Experience with troubleshooting tools, Trace & log file analysis tools, and with measuring equipment PACO requires good knowledge on cloud and container infrastructure.
  
  

• 8+ years of relevant experience and/or a graduate equivalent (or higher) degree.
• Care Expert Technical Support – Packet Core.
• Experience with troubleshooting tools, Trace & log file analysis tools, and with measuring equipment PACO requires good knowledge on cloud and container infrastructure.
• Good in all technology call flows – 2G, 3G, 4G, 5G, as per 3GPP standards.
• Fault identification/correction/ reporting skills on the particular subsystem and equipment
• Ready to support Emergencies on a 24/7 basis
  
  

• Flexible to work in different time zones.
• Having Excellent in logical / analytical skills.
• Linux Cloud certification.