Technical Care Specialist

Nokia; Gurugram District; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Nokia in India seeks a Technical Care Specialist to deliver advanced, proactive technical support for broadband and IP network solutions. You will diagnose and resolve complex issues, collaborate with RD and cross-functional teams, and document findings.

You will perform root cause analysis, share knowledge, optimize network performance, and drive service quality to ensure reliable operations and customer satisfaction.

Qualifications

• Bachelor's degree in Engineering with 5–8 years of relevant work experience.
• Strong understanding of broadband access technologies (GPON, XGS-PON, SD-WAN, FWA).
• Solid knowledge of IP networking (IPv4/IPv6) and protocols (SIP, IGMP, SNMP, SNTP, DHCP, PPPoE, ERPS).
• Hands-on RCA/troubleshooting in live customer environments.
• Proficiency in UNIX/Linux and network analysis tools.

Responsibilities

• Deliver advanced, proactive technical support for broadband and IP network solutions.
• Diagnose and resolve complex technical issues in collaboration with RD and cross-functional teams.
• Perform in-depth root cause analysis and document findings and solutions.
• Share technical knowledge and optimize network performance.
• Contribute to continuous service quality improvements for reliable operations.
• Ensure customer satisfaction through effective guidance and issue resolution.

Skills

Broadband access tech

GPON

XGS-PON

SD-WAN

FWA

IP networking

IPv4/IPv6

SIP

SNMP

DHCP

RCA

Unix/Linux

Network analysis tools

Troubleshooting

Root cause analysis

Education

Bachelor's degree in Engineering

Tools

5520 AMS

5529 APC

IDM

OAD

SDC

NA 5530

Job description

As a Technical Care Specialist, you will deliver advanced, proactive technical support for broadband and IP network solutions by diagnosing and resolving complex technical issues, collaborating closely with RD and cross-functional teams, performing in-depth root cause analysis, documenting findings and solutions, sharing technical knowledge, optimizing network performance, and continuously improving service quality to ensure reliable operations and exceptional customer satisfaction.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Work independently using best practices and industry knowledge to address business and technical challenges.
• Lead or contribute to small-scale technical projects with minimal risk and resource requirements.
• Assist subject matter experts with advanced troubleshooting, including system-level tracing, debugging, and protocol analysis.
• Identify, reproduce, and document defects, and collaborate closely with RD teams to ensure timely resolution.
• Engage with customers on complex technical issues by providing effective workarounds and clear technical guidance.
• Ensure compliance with SLA timelines for escalated cases and follow emergency processes when required.
• Contribute to root cause analysis (RCA) activities and participate in the preparation of technical reports.
• Create, review, and maintain technical documentation, guidelines, and knowledge base articles to support continuous learning and efficient issue resolution.

Qualifications

You have:

• Bachelors degree in Engineering with 5 to 8 years of relevant work experience.
• Strong understanding of broadband access technologies, including GPON, XGS-PON, SD-WAN, FWA, and related solutions.
• Solid knowledge of IP networking (IPv4/IPv6) and protocols such as SIP, IGMP, SNMP, SNTP, DHCP, PPPoE, and ERPS.
• Hands-on experience in troubleshooting, diagnostics, and root cause analysis (RCA) within live customer environments.
• Proficiency in UNIX/Linux systems and the use of network and system analysis support tools.

It would be nice if you also had:

• Excellent analytical, communication, and customer-focused skills, with the ability to perform effectively under pressure in 247 support environments.
• Basic programming or scripting knowledge in Python, Java, and JavaScript, with familiarity in SQL/MariaDB and web technologies.
• Experience with Nokia products such as Lightspan, Altiplano (SD-WAN), ISAM 7302/7330/7360, and management systems including 5520 AMS, 5529 APC, IDM, OAD, SDC, and NA 5530.