Care Engineer

Nokia is a global leader in connectivity for the AI era, with expertise across fixed, mobile, and transport networks, powered by Nokia Bell Labs. The company advances connectivity to secure a brighter world in the telecommunications industry.

• Engineer degree in Telecommunication, Computer, Software, Electrical Engineering, Information Technology, Computer Science, or equivalent experience.
• Fluent English skills for effective communication and presentations.
• Understanding of Mobile Networks, IP Networks, and Linux operating systems.
• Experience with Implementation, Integration, Acceptance Tests, Operations & Maintenance, and Care for Telecommunications Products.
• Strong knowledge of Mobile Core Telco protocols and call flows.

Nice to have:

• Experience in Case Handling, including Emergency Support activities.
• Familiarity with VMWare, OpenStack, Kubernetes, CBIS, CBAM, and NCS.
• Experience with Subscriber Data Management systems such as HSS, Shared Data Layer, or UDM.
• Knowledge of Protocol Analyzer Tools like Wireshark or Tektronics and message flow protocols.

• Deliver 24x7 customer support for complex network products and solutions, ensuring compliance with Service Level Agreements (SLAs).
• Troubleshoot and resolve technical issues while maintaining customer confidentiality and service quality.
• Collaborate with internal teams and third-party vendors to escalate and resolve complex issues efficiently.
• Build and maintain strong relationships with customers through effective case management and regular follow-ups.
• Create comprehensive knowledge management articles and continuously improve support processes and documentation.
• Provide leadership and mentorship to junior team members, fostering collaboration and knowledge sharing.
• Monitor and analyze performance metrics, recommending improvements to enhance customer satisfaction and support operations.
• Stay up-to-date with Nokia's evolving product portfolio to provide informed support and contribute to team development.