Technical Care Specialist

Job Description

About NokiaAt Nokia we create the technology to connect the world. Developing and delivering the industrys only end-to-end portfolio of network equipment, software, services and licensing that is available globally. Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies. Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity. A truly global company, we are 160 nationalities working in more than 100 countries.About Nokia SoftwareNokia Software is the leading solutions provider in the telecoms software market helping to drive large-scale service and network operations automation and digital business transformation in support of customer migrations to 5G. Built on Nokia s cloud-native Common Software Foundation (CSF), Nokia s multi-vendor and multi-network software solutions enrich and secure user experiences; automate operations and infrastructure; and enable new revenue streams and cost efficiencies.Job DescriptionJob DescriptionKEY RESPONSIBILITIES:

• Providing end-to-end (L2 - L3) Support
• Responsibilities are:
  • Analyze, investigate and provide software solution to support issues raised by customers, and ensure issues are resolved within customer SLAs
  • Take ownership of support issues and be proactive when dealing with customer issues
  • Performing root-cause analysis on customer issues
  • Work cooperatively with various internal teams to ensure that customer support issues are dealt with in a timely manner and in-line with expectations for any project/support work that rely on it
  • The role will involve performing modifications and fixes to the current solution source code
  • The role requires large amounts of customer interaction, hence the ability to work and communicate effectively is vital
  • On-site work at customer site may be required
  • 24x7 Emergency support for Critical issues and occasional shift-work based off customer need

Job Responsibilities & CompetenciesMANDATORY REQUIREMENTS:Min. 3 years of exp. In Java/j2ee,JSP technologies.

• Min. 3 Years Experience In Hadoop, Shark, Spark and ETL technologies.
• Having knowledge of Open Source technologies like Kubernetes, Docker container etc.,
• Expertise on Linux administration & troubleshooting.
• Working knowledge on Liferay Portal framework/integration.
• Knowledge of the Telecom domain.
• Working knowledge of Business Object Model.
• Good Knowledge of writing the SQL Queries , Oracle. Postgres, HBase, Hive,

Good communication skills to interact with customerQualificationsCandidate must possess at least a Bachelors Degree in Engineering (Software, Computer, Telecommunication, Electrical/Electronic) or equivalentImagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people s lives and help to overcome some of the world s most pressing challenges. We act inclusively and respect the uniqueness of people. At Nokia, 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. Nokia culture welcomes people as their true selves. Come create the technology to connect the world.More than 5 years of ExperiencePlans and performs technical activities to service the customer and brings expertise to customer site on need basisMain Responsibility Area : Technical Support ExpertPlans and executes technical tasks requiring specialist skills in own professional area. Works independently with the responsibility for solving customer request cases and reporting according to processes. Identifies and solves technical problems. Shares knowledge in own professional area. May support areas by participating in 24x7 Emergency Rota and Shifts operations. Position Description: As a Technical Support Engineer, you are the expert technical interface between Nokia customers and the Nokia technical support and development teams. Your responsibilities include working directly with customers at a technical level to diagnose, reproduce, and resolve in-field SON software and hardware issues. You will use the troubleshooting capabilities of Eden-NET running on client hardware to assist customers with problem isolation and resolution. You will train customers in the use of Eden-NET and provide feedback to the SON development teams on new product requirements provided by customer feedback.Essential Functions of the Technical Support Engineer: - Resolve simple and complex customer technical issues either on-site or via telephone, chat applications or other remote applications.- Research customer technical issues in a timely manner and follow up directly with the customer with recommendations and action plans. - Escalate cases to other more senior Technical Support Engineers and/or R&D Engineers when the problem is too complex or falls out of your specific area of expertise. - Leverage internal technical expertise, including specific knowledge domain engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues. - Create new knowledge base articles to document solutions - Provide feedback to technical support and development teams on new product features/enhancements - Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complementary applications - Expand your personal knowledge horizons into new areas of technical expertise. Attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills, and be someone who embraces challenges. Qualifications Position Requirements:

1. Candidate prior having SON & NETACT
2. Extensive experience working on SON optimisation using ANR, 5G & Mobility Robustness algorithms
3. Strong working knowledge of the following protocols and applications: Linux/Unix (including troubleshooting of Linux/Unix software applications), TCP/IP Networking, 3GPP Wireless protocols (GSM, UMTS, LTE), Web based applications and architecture

• Excellent communication skills (both verbal and written)
• Excellent interpersonal communication and customer service skills are required in order to work successfully with customers in high stress and/or ambiguous situations.
• Experience on VMware, Storage concepts & Kubernetes
• Working experience in Dockers, Container and Cloud native environments will be added advantage

Preferred Qualifications:

• 2G/3G/4G network design/troubleshooting
• 5+ years of experience in data storage, networking, system administration or technical support
• Experience with Radio Access Network equipment and OSSs from Ericsson, Nokia, Alcatel Lucent, Huawei
• Analysis of wireless network key performance indicators (KPIs)
• Java or Python development experience is added advance

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Keyskills :
key performance indicatorsopen sourcesql queriesrevenue streamscustomer servicecustomer supporttechnical supportsupport engineerssoftware solutionsnetwork operationswireless protocolslinux administration