Care Engineer

The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase. Complies to the standard and emergency case handling processes.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Troubleshoot, diagnose, and resolve complex technical issues, including emergency operational disruptions, while ensuring customer data protection and SLA compliance.
• Customer Engagement & Relationship Management by building and maintaining strong customer relationships, provide timely follow-up, and accurately document case information to ensure satisfaction and meet KPIs.
• Collaborate effectively with tiered support levels, 3rd party vendors, and internal service delivery teams to ensure comprehensive issue resolution.
• Apply best practices, contribute to knowledge management, and continuously improve SW services processes, policies, and tools.
• Leverage in-depth business and customer network knowledge to provide strategic input and recommend product/solution improvements to internal groups.
• Advanced Analytical Problem Solving & Continuous Development by Utilize advanced analytical skills for non-routine problem-solving and commit to continuous self-development, staying current with Nokia's evolving portfolio.

Qualifications

Must have:

• Holds a Bachelor's in Engineering with 4-12 years of system administration experience, demonstrating a service and customer-oriented approach, with the ability to multitask and travel as required.
• Possess hands-on experience with Assurance Products (NAC, UiV, NPM, SQM), Kubernetes, Redhat OCP, VMware, AWS, and EKS, coupled with strong troubleshooting skills across system, fault, configuration, performance management, and 2G/3G/4G/5G network integration issues.
• Capable of remote case handling, software change management, emergency ticket resolution, RCA investigation, and supporting 24x7 shift operations, demonstrating strong problem-solving and organizational skills.
• Exhibit excellent logical and analytical understanding, strong verbal/written communication, adaptability, a willingness to learn and share knowledge, and a commitment to teamwork and process orientation.

Good to have:

• Experience in OS like Linux, Windows & Scripting using Shell.
• Experience in RDBMS like Oracle, MariaDB, Postgress and Neo4j
• Basic understanding of Telecom & IP Network