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The Customer Support Specialist will troubleshoot advanced incidents on the Nokia DAC Platform, manage escalations, and ensure effective communication with customers and teams.
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As a Care Contact Specialist, you will work in the Nokia DAC organization, supporting customers / Nokia users globally. Your main responsibilities are advanced Incident troubleshooting for Nokia DAC Platform and connectivity. Other tasks are related to troubleshooting incidents and upgrade support, and Nokia DAC Care Tier-3 Engineer works closely with colleagues at (customer/Partner) Tier-2 and (R&D/Third party vendor) Tier-4.
Responsibilities- Understanding the nature of the issues, act fast towards the resolution.
- Proactiveness, positive mindset, Logical thinking, able to follow processes
- Ability to escalate the issues in the right direction, Ability to present and explain (Analysis the logs and route to relevant technical team if it’s not resolved.)
- Adapt to environment, Quick learner, Strong and clear in English
- Prioritizing incidents, updating ticketing tools with relevant information.
- Key part is communication flow through regular updates and join customer troubleshooting calls.
- Collecting all required information before raising request with R&D / third party.
- Regular Incident follow up, clearing backlogs.
- Execute Service request and upgrades based on approvals.
Must Have:
- Engineering candidates with good communication and networking skills with 5-8 years of telecom industry experience, with good knowledge of Radio / Core platform
- Knowledge of Linux OS architecture
- Cloud and Linux knowledge, with scripting knowledge, will be added advantages.
- Candidate with Kubernetes, cloud certification (AWS)
Good to Have:
- Candidate with Kubernetes, cloud certification (AWS)
- Prior experience with Nokia Radio / Networking certifications
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