The Customer Service Specialist handles highly complex (technical) problems within service delivery as well as management, and develops original and innovative solutions with a broad impact on the business for delivering contracted services to customers.
Responsibilities- Provide 24x7 First Response support on a rotating shift roster for Unix/Linux platforms and associated infrastructure.
- Perform proactive monitoring and in-depth fault analysis using enterprise monitoring tools.
- Own and manage Alerts from detection through initial diagnosis, resolution, or escalation in line with ITIL processes.
- Execute routine operational tasks, health checks, and system validations on Unix/Linux environments.
- Support and participate in Major Incident response, including bridge coordination and technical troubleshooting.
- Work with senior engineers and resolver groups to assist with complex fault resolution and problem management activities.
- Ensure accurate incident documentation, clear customer communication, and timely updates throughout the incident lifecycle.
- Contribute to operational standards, runbooks, automation, and continuous service improvement initiatives.
You Have:
• Good experience supporting Unix/Linux systems in a production operations environment.
• Solid understanding of infrastructure technologies, including servers, networking, virtualisation, and storage.
• Experience working within ITIL-based Incident and Change Management frameworks.
• Hands-on experience with monitoring and event management tools (e.g. LogicMonitor, SCOM, SMARTS or similar).
It would be nice if you also have:
• Excellent written and verbal communication skills, particularly during high-pressure incidents.
• Customer-focused mindset with strong documentation and handover practices.
• Relevant Unix/Linux or infrastructure certifications are desirable.Broad understanding of IT infrastructure, including Windows OS servers, networks, firewalls, Wi-Fi, and virtualisation.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
