Technical Care Specialist 2

Nokia; Ottawa; On-site; CAD 90,000 - 120,000; Full time

Job summary

Nokia in Ottawa is seeking a Sr. Technical Optical Support Engineer to join a 24/7 global support network. You will focus on complex troubleshooting and provide system-level expertise, acting as a key liaison to our R&D team.

You will deliver advanced product knowledge, work with cross-functional teams, document activities, and mentor junior staff. The role requires customer-centric focus and willingness to handle on-call duties.

Qualifications

• Bachelor’s degree preferred in CS/Engineering.
• 3+ years in technical support with a proven track record.
• Strong problem-solving and communication skills.
• Ability to explain complex concepts clearly.
• Customer-centric with relationship-building.
• Willingness to learn new technologies.
• Able to work 24/7 on-call shifts.

Responsibilities

• Provide advanced technical support and product expertise to customers.
• Troubleshoot complex issues and offer system-level solutions.
• Act as main interface between customers and R&D.
• Stay updated on Nokia products and services.
• Collaborate with cross-functional teams for seamless support.
• Document and report support activities.
• Provide training to junior team members.
• Ensure adherence to policies and professionalism.
• Take on-call duties for 24/7 coverage.

Skills

Problem-solving

Communication skills

Independent work

Analytical mindset

24/7 support readiness

Education

Bachelor's degree in Computer Science or Engineering

Tools

Ticketing systems

Diagnostics tools

System monitoring

Job description

The Sr. Technical Optical Support Engineer This role is integral to our 24/7 support system, ensuring our customers receive timely and accurate assistance. Your primary focus will be on complex troubleshooting, offering advanced solutions and system-level expertise. Additionally, you will act as a vital link to our R&D team, escalating customer issues and driving resolutions. The Sr. Technical Optical Support Engineer This role is integral to our 24/7 support system, ensuring our customers receive timely and accurate assistance. Your primary focus will be on complex troubleshooting, offering advanced solutions and system-level expertise. Additionally, you will act as a vital link to our R&D team, escalating customer issues and driving resolutions.

How You Will Contribute And What You Will Learn

• Provide advanced technical support and product expertise to customers, ensuring a high level of satisfaction.
• Troubleshoot complex issues and offer innovative solutions, often at the system level.
• Act as the primary interface between customers and R&D, escalating and following up on critical customer problems.
• Maintain a thorough understanding of Nokia's products and services, staying updated with the latest advancements.
• Collaborate with cross-functional teams to ensure a seamless support experience for customers.
• Document and report on support activities, providing valuable insights for process improvements.
• Offer training and guidance to less experienced team members, fostering a culture of knowledge sharing.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Periodically take on-call duties, providing 24/7 support coverage as required.

Key Skills And Experience

• A bachelor's degree in Computer Science, Engineering, or a related field is preferred.
• Minimum 3 years of experience in a technical support role, with a proven track record of success.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A customer-centric approach, with a focus on delivering exceptional support and building strong relationships.
• Proficiency in relevant software and tools used for technical support and troubleshooting.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Analytical mindset with a keen eye for detail, ensuring accurate issue identification and resolution.
• Willingness to continuously learn and adapt to new technologies and support methodologies.
• Flexibility to work in a 24/7 support environment, including periodic on-call duties.