The Cloud & Network Services (CNS) business group acts as an innovation engine for Nokia, spearheading the future of transformational businesses like SaaS, Enterprise Campus Edge and Network as Code while delivering software-driven, market-leading solutions in 5G core, autonomous operations, security, monetization and analytics. Nokia calls us to help grow the CSP business faster than the market and drive double-digit growth in the enterprise business. We are laser-focused on improving our competitiveness through continuous investment in technology leadership.
This role is within our Customer Services (CS) area that covers customer service in different areas such as technical support, account support, operations, maintenance, network design/deployment/integration/transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN • Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
• Transfers concepts for professional direction of own organisational unit into actionable measures.
• May lead small technical projects with limited risks and resource requirements.
• Provides assistance to experts to perform troubleshooting methods like system level tracing, debug, protocol flow analysis.
• Identifies, reproduces and characterises defects and collaborates promptly with R&D teams for fixes.
• Interacts with customer for complex cases, providing workarounds, etc.
• Ensures SLAs are met for escalated cases.
• Contributes for Root Causes Analysis (RCA) analysis and report creation.
• Complies with the requirements as per the emergency process role, whenever required.
• Creates knowledge articles (author, reviewer).
• Creates technical documents and guidelines.
• Develops competencies on products and solutions.
KEY SKILLS AND EXPERIENCE Degree in Engineering, Telecommunications, Computer Science or related;
3-5 years of experience providing customer technical support, ideally within an international organization;
Experience in supporting and deploying Infoblox DNS and any Firewall;
Availability to work 24x7 support (shifts);
Ability to work independently and in complete ownership of her/his/their work.
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.
Job Info Job Category: Customer Services
Posting Date: 10/23/2024, 01:44 PM
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