Technical Care Specialist

Nokia; Mumbai; Hybrid; INR 800.000 - 1.600.000; Vollzeit

Benefits dieser Stelle

Flexible and hybrid working

Medical insurance for you and family

Life and accident insurance

Well-being programs

Career growth & mobility

Continuous learning and certifications

Relocation support

International assignments

Zusammenfassung

Nokia is seeking a Technical Care Specialist in India to deliver proactive, advanced technical support for broadband and IP network solutions. You will diagnose complex issues, perform root-cause analysis, document findings, and share knowledge with R&D and cross-functional teams to enhance service quality.

Key responsibilities include working on RCA, creating technical reports, and assisting customers with effective workarounds while ensuring SLA timelines are met in a dynamic, 24x7 environment.

Qualifikationen

• Bachelor's degree in Engineering with 5–8 years of experience.
• Strong knowledge of broadband access technologies and IP networking.
• Hands-on troubleshooting, RCA, and root-cause analysis in live customer environments.
• Proficiency with UNIX/Linux and network/system analysis tools.

Aufgaben

• Deliver advanced technical support for broadband and IP network solutions.
• Diagnose and resolve complex issues, with RCA and documentation.
• Collaborate with R&D and cross-functional teams to improve service quality.
• Create and maintain technical documentation and knowledge base articles.
• Engage with customers to provide effective workarounds and guidance.
• Ensure SLA compliance and follow emergency processes when needed.

Kenntnisse

GPON

XGS-PON

SD-WAN

FWA

IPv4/IPv6

SIP

IGMP

SNMP

SNTP

DHCP

ERPS

UNIX/Linux

Troubleshooting

RCA

Ausbildung

Bachelor's degree in Engineering

Tools

UNIX/Linux

Network analysis tools

System analysis tools

Jobbeschreibung

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 R&D 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.

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 R&D 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 R&D 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.

Key Skills And Experience

You have:

• Bachelor's 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 24×7 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.

About Us

Advancing connectivity to secure a brighter world.

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.

About The Team

Some of our benefits in India:

• Flexible and hybrid working arrangements to support work-life balance
• Health and well-being support - medical insurance for you and your family, health check-ups, life and accident insurance, well-being programs, and employee resource groups
• A minimum of 90 days of Maternity and Paternity Leave based on eligibility
• Personal Support Service 24/7 - a confidential support channel open to all Nokia employees and their families in challenging situations
• Career growth & mobility - technical career paths, job rotations, international assignments, and relocation support
• Continuous learning - technical certifications, mentoring programs, coaching, and digital learning platforms
• Opportunities to innovate and contribute through Nokia’s research and development environment
• Recognition programs that celebrate outstanding contributions
• Workplace support - ergonomic working support and mobile device programs based on eligibility