Technical Care Specialist at Nokia

Overview

The Technical Care Specialist provides 'advanced' technical and product support within Care service delivery. A global position in a 24x7 support environment with a responsibility to work on complex troubleshooting cases, especially at solution / system level. Also acts as a primary interface to TEC for escalation of customer problems and their follow-up till resolution.

Role

As a Technical Care Specialist, you will deliver advanced, proactive technical support for Optics and OTN network solutions by diagnosing and resolving complex technical issues, collaborating closely with R&D and cross-functional teams, performing in-depth root cause analysis, documenting findings and solutions, sharing technical knowledge, optimizing network performance, and continuously improving service quality to ensure reliable operations and exceptional customer satisfaction. You will also act as a primary interface to TEC for escalation of customer problems and their follow-up till resolution.

Responsibilities

As an Optical Global Support Engineer, you will provide remote technical support on Optical DWDM / OTN communications products and networks to a regional customer base. This includes isolating issues within a customer DWDM/OTN network and guiding the customer on how to rectify the issue(s) identified. The main products that you will be providing support on are:

• 1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64)
• Optical NMS product family (NFM-T, 1350 OMS)
• Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA
• Provide remote technical support to all customers on 1830 PSS equipment and networks via telephone. On some occasions, travel may be required on short notice
• Assist both internal and external customers with the isolation of problems within a 1830 PSS network and develop solutions to rectify reported issues
• Identify potential patterns of issues observed in the field (i.e Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by Nokia
• For outages, identify the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks
• Each customer issue is tracked using the trouble ticket database. Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per the Nokia processes
• Be available to work during off-business hours (i.e after 5pm) and on call rotation (On-call 24hrs / day for a predefined period at a time).
• Be available to travel on a short notice (i.e 1 day) for trips of short duration. Expected yearly travel is low (~10-15%)

Requirements

You have:

• Knowledge in 1830 PSS product family (PSS-4, 8, 8x, 16, 24x, 32, 36, 64)
• Knowledge in Optical NMS (NFM-T, 1350 OMS)
• Experience working in an R&D and/or customer facing environment
• Working knowledge of Optical DWDM / OTN theory/operation
• Ability to articulate technical issues / solutions to internal / external customers
• Self-motivated (Do no require constant ‘oversight/assistance’ to get jobs done, e.t.c)
• Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, e.t.c quickly)
• Accountable and open to constructive feedback
• Exceptional customer service skills. Placing customer needs first is an absolute requirement
• Ability to objectively think and solve problems under pressure