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Telecom Jobs

Case Handling Specialist

7.00 to 10.00 Years   Chennai   15 Dec, 2022
Nokia Solutions and Networks India Pvt Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryTelecom / ISP
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    • Resource expected to be expert in Nokia LTE Radio Products (Flexi BTS, Airscle BTS & iOMS)
    • Able to support tailored technical support requests
    • Storng knowledge in IP concepts
    • Knowledge required in Wireshark, Nethawk, Emil, DT log,BTS internal log cpaturing
    • Good hands-on experience in Commissioning, Integration and Troubleshooting of Nokia nodes
    • BTS log analysis
    • Advanced Snapshot analysis
    • MAC TTI trace analysis
    • Wireshark setup and log collection & IUB Interface
    • Log collection in related to KPI troubleshooting
    • Knowledge in LTE & Small cell is advantage.Strong Knowledge in Vo LTE / VI LTE
    • Strong Knowledge in Small cell/ FZC.
    • Commissioning for eNodeB with different configurations.
    • RF Sharing with different configurations.
    • Emil, BTSlog,Snapshot,MACTTI, Trace analysis
    • Strong knowledge on Various call flow & LTE Interface protocols.
    • Knowledge on KPI issues like Throughput, Call set up, etc.
    • SW verification testing in LTE domain.
    • Should be open to work in night shifts (24/7 support)
    • End to end Performance, feature, functionality and automation Lab testing of LTE network.
    • Testing and analyzing the LTE network issues and working on new features as per the 3GPP releases using different tools.
    • Strong knowledge of LTE network according to 3GPP specification.
    • Good knowledge on LTE call flows and procedures
    • Engineer should be ready to provide emergency support during out of office hours.
    • Should be a team player with willingness to deliver trainings and coach/guide colleagues as needed.
    • Engineer will be expected work on cases assigned by the customer and will be responsible for the entire life history of the case which includes follow up with customer, TSE and R&D.
    • Knowledge on NCT tool will be an added advantage.
    • Should provide advanced system level technical support.
    • Engineer should be ready to work on customer specific time zones and business days.
    • Engineer should have excellent communications skills and should be able to handle conference bridges as and when needed.
    As Customer Support Engineer in CSC:
    • Acts as first point of contact for customer, receives and validates the case
    • Provides workaround or solves the case through Knowledge Re-Use
    • Supports implementation of preventive proposals
    • Dispatches the case to TSC
    • Manages customer communication on case level through the case lifecycle, supports Care Program Manager with case communication
    As Emergency Support Engineer (ESE), typically located in CSC:
    • Works on EMC Front End in CSC
    • Receives the EME case, assess severity and collects information and symptoms needed for technical analyses and activating emergency engineer on duty rota
    • Leads the e2e restoration activities
    • Reports the incident progress throughout the case lifecycle
    • Ensures the EME case data and reporting quality
    Requirements:
    • 24X7 support
    • Willing to walk extra mile based on the requirement
    • Flexible to support in US time zones
    • Case Handling and EME support
    • Strong LTE Technical knowledge
    Qualifications
    • Bachelors or Masters degree in Telecom, Computer Science or related field.
    Years of Experience Required
    • 7-10 years of experience in Managing care teams involved in supporting complex telecommunication solutions.
    ,

Keyskills :
customer communicationtechnology leadershipfront endwireless mobilityaccess networks

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