Job Description

Job Description As a Technical Care Specialist, you will be responsible for providing advanced technical support for broadband and IP network solutions, ensuring high customer satisfaction through effective issue resolution and proactive service. You will analyze, diagnose, and troubleshoot complex network problems, collaborate with R&D and cross-functional teams, and contribute to service improvement through root cause analysis, documentation, and knowledge sharing. How You Will Contribute And What You Will Learn Work independently using best practices and industry knowledge to address business and technical challenges. Lead or contribute to small-scale technical projects with minimal risk and resource demand. Assist experts in advanced troubleshooting, including system-level tracing, debugging, and protocol analysis. Identify, reproduce, and document defects; collaborate closely with R&D teams to ensure timely resolution. Engage with customers on complex issues, providing workarounds and technical guidance as needed. Ensure compliance with SLA timelines for escalated cases and emergency processes when applicable. Contribute to root cause analysis (RCA) efforts and participate in the creation of technical reports. Create and review technical documents, guidelines, and knowledge base articles to support continuous learning and issue resolution. Key Skills And Experience You have: 3–5 years of experience in network operations, customer support, or telecommunications, with a relevant degree in Electronics, Computer Engineering, or IT. Strong understanding of GPON, XGS-PON, SDAN, FWA, and related broadband access technologies. Familiarity with IP networking protocols (IPv4/IPv6), and protocols like SIP, IGMP, SNMP, SNTP, DHCP, PPPoE, ERPS. Hands-on experience with troubleshooting, diagnostics, and RCA reporting in live customer environments. Proficient in working on UNIX/Linux systems and using support tools for network/system analysis. Strong analytical thinking, communication skills, and a customer-first mindset; comfortable working under pressure and in 24x7 support environments. It would be nice if you also have: Basic programming or scripting knowledge in Python, Java, JavaScript, and familiarity with SQL/MariaDB and web technologies. Experience with Nokia products like Lightspan, Altiplano (SDAN), ISAM 7302/7330/7360, 5520 AMS, and network management systems like 5529 APC, IDM, OAD, SDC, NA 5530. About Us Come create the technology that helps the world act together Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work What we offer Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered. Nokia is committed to inclusion and is an equal opportunity employer Nokia has received the following recognitions for its commitment to inclusion & equality: One of the World’s Most Ethical Companies by Ethisphere Gender-Equality Index by Bloomberg Workplace Pride Global Benchmark At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect. Join us and be part of a company where you will feel included and empowered to succeed. About The Team The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise. Show more Show less