Jr. Technical Care Specialist

Nokia; Eastern Ontario; On-site; CAD 50,000 - 75,000; Full time

Job summary

An innovative firm is seeking a Jr. Technical Care Specialist to join their dynamic team. This role involves providing essential technical support and assistance to customers, ensuring seamless service delivery throughout the pre- and post-sales lifecycle. You will utilize advanced analytical skills to troubleshoot complex issues and collaborate with R&D teams for effective resolutions. The company values continuous learning and offers a supportive environment where you can thrive. If you're passionate about technology and eager to make a difference, this opportunity is perfect for you.

Benefits

Continuous learning opportunities

Well-being programs

Employee resource groups

Mentoring programs

Diverse teams with an inclusive culture

Qualifications

• Experience in troubleshooting system-level issues and providing technical support.
• Ability to articulate technical issues to customers and internal teams.

Responsibilities

• Provide technical and non-technical assistance to customers.
• Ensure SLA targets are met and escalate critical issues as needed.

Skills

VMware

Openstack

Container

EVPN

VxLAN

IP standards

Layer 2 data communication

Routing protocols

MPLS services

Analytical skills

Education

Bachelor's Degree in Engineering or IT

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

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Job Description

The Technical Care team plays a crucial role in supporting customers and internal Nokia stakeholders throughout the pre- and post-sales lifecycle. In alignment with contractual service agreements, the team provides both technical and non-technical assistance, serving as the first point of contact for software and hardware incidents or service requests. The team ensures seamless service delivery readiness, offers expert recommendations to product teams on design-for-serviceability considerations, and escalates critical issues to the appropriate functions for resolution.

Job Description

The Technical Care team plays a crucial role in supporting customers and internal Nokia stakeholders throughout the pre- and post-sales lifecycle. In alignment with contractual service agreements, the team provides both technical and non-technical assistance, serving as the first point of contact for software and hardware incidents or service requests. The team ensures seamless service delivery readiness, offers expert recommendations to product teams on design-for-serviceability considerations, and escalates critical issues to the appropriate functions for resolution.

How You Will Contribute And What You Will Learn

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, log 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 SLA targets are met.
• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages.
• Creates and approves knowledge articles (author, reviewer, approver, coach).
• Communicates internally and externally with customers, R&D and 3rd party vendors.
• Rotation in hotline support 24*7 (on call duty).
  
  

Key Skills And Experience

• Knowledge of VMware/Openstack/Container, EVPN, VxLAN andVswitch concepts.
• Working knowledge of IP standards, layer 2 data communication and routing protocols as well as service provider and MPLS services.
• Ability to articulate technical issues and solutions to internal and external customers
  
  

It would be nice if you also had:

• Previous Nokia intern or co-op experience.
• Experience working in R&D and/or customer-facing environments.
• Working knowledge of the Nokia NSP and IP products would be desired, but not necessary (Training will be provided to the right candidate):
• Adaptability (Ability to adapt to change quickly; to learn new technology, products, processes,etc. ).
• Ability to objectively think and solve problems while underpressure.
• Ability to effectively work with Windows applications, such as outlook, Microsoft word, excel,etc.
  
  

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.

About The Team

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting and Telecommunications

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