Job
Description
Role Overview: As a member of the Customer Services (CS) Care team at Nokia, you will be responsible for providing technical support to customers, ensuring high levels of satisfaction through Service Level Agreements (SLA), diagnosing and solving customer problems remotely, coordinating with product experts, and analyzing and neutralizing problem reports in the customer's network. You will also be involved in reproducing customer problems in a lab environment, providing system level product competence training, creating technical documents and guidelines, and collaborating with internal and external stakeholders. Key Responsibilities: - Provide technical support for NOKIA 1830 PSS (OTN) products - Guarantee customer satisfaction through SLA compliance - Diagnose and solve customer problems remotely - Coordinate with product experts as necessary - Analyze, diagnose, and neutralize problem reports in the customer's network - Reproduce customer problems in a lab environment if needed - Establish support channels with global teams to ensure best-in-class products and services - Think creatively for improvement initiatives to meet future technical and customer requirements - Provide technical leadership, experience, and information to peers - Engage in proactive activities to train customers or check on network sanity - Must have excellent knowledge of DWDM / OTN and GMPLS Qualifications Required: - University degree in Electronics, computer engineering or equivalent, majoring in electronics or IT - Fluent in English, both in speaking and writing - Strong analytical and problem-solving skills - Creative, assertive, and customer-first attitude - Ability to troubleshoot, explain, and negotiate using language - Ability to cope with pressure and be stress-resistant - Willingness to participate in 24x7 on-duty service on a rotational basis - Knowledge of ASON/OTN, NOKIA DWDM/OTN 1830 PSS products - 1-2 years of experience on EoSDH and basic LAN/WAN/Networking concepts - Knowledge of Unix/Linux, Perl scripting, and VBA macros preferable though not mandatory Additional Company Details: Nokia's Network Infrastructure group plays a crucial role in bringing more and faster network capacity to people worldwide. The company is committed to innovation and technology leadership across mobile, fixed, and cloud networks, aiming to create a more productive, sustainable, and inclusive world. Nokia fosters an inclusive culture where employees are empowered to bring their authentic selves to work, take risks, and contribute to a diverse and inclusive environment. As an equal opportunity employer, Nokia values inclusion and respect, providing continuous learning opportunities, well-being programs, mentoring, and support through employee resource groups. Join Nokia to be part of a company where you will feel included, empowered, and supported to succeed.,
