Technical Care Specialist
Nokia · Posted Oct 8
Mobile and fixed network infrastructure, IP routing, cloud, and telecommunications technology services
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About the role
The Technical Care Specialist supports customers across technical support, operations, maintenance, network activities, and training, contributing to revenue growth and customer satisfaction throughout service lifecycle phases per service agreements. The role acts as the first contact for software and hardware issues across Nokia's optical transport products, including the Nokia 1830 PSS (OTN), and works with SDH, DWDM, OTN, and GMPLS technologies. This position involves advanced troubleshooting, defect analysis, SLA compliance, knowledge documentation, and escalation of key issues in collaboration with R&D and global teams.
What you will do
- Works independently within broad guidelines, applying best practices and business knowledge.
- Translates strategic concepts into actionable measures for the organization.
- Leads small technical projects with limited risk and resource needs.
- Supports experts in advanced troubleshooting, including system tracing, debugging, and protocol analysis.
- Identifies, reproduces, and analyzes defects, collaborating quickly with R&D for resolution.
- Handles complex customer cases, providing workarounds and ensuring SLA compliance.
- Contributes to root-cause analysis, reports, and emergency process responsibilities when required.
- Creates knowledge articles, technical documents, and guidelines while continuously developing product and solution expertise.
Skills used in this role
What the employer is looking for
- Bachelor’s Degree with 8 to 10 Years of Experience in SDH and basic LAN/WAN/Networking concepts.
- Provide technical support for Nokia 1830 PSS (OTN) products, diagnosing and resolving customer issues remotely or on-site when required.
- Ensure customer satisfaction by meeting SLA commitments and maintaining strong customer focus.
- Reproduce customer issues in lab environments and analyze test specifications to support product recommendations.
Preferred qualifications
- Coordinate with product experts and global TSC, Optics L3 TEC, Services PLM, and other Nokia teams to ensure high-quality service delivery.
- Participate in 24×7 hotline rotation, managing incident handling, escalation, and resolution.
- Drive improvement initiatives, share technical leadership with peers, and engage in proactive customer training or network health checks.
- Apply strong expertise in DWDM, OTN, and GMPLS while working effectively in cross-functional, multicultural teams.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Nokia
Nokia Corporation is a multinational telecommunications, information technology, and network equipment provider that delivers critical infrastructure solutions across mobile, fixed, and cloud networks. Known for its historical roots and ongoing global presence in connectivity, the company enables advanced network automation, AI-optimized data center infrastructure, and 5G/6G technology for communications service providers and enterprises worldwide.
- Industry
- Telecommunications
- Company size
- 78005 employees
- Founded
- 1865-05-12
- Location
- Espoo, Finland
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer (CEO)
Chief Financial Officer
Chief Technology and AI Officer
President of Network Infrastructure
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