Strona główna

About Nokia

At Nokia, we create technology that helps the world act together.
As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs.
Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world.
Watch our video to discover how we create meaningful interactions to drive human progress.

About Cloud & Network Services

Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia’s enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation.

Job Description

Care comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
The Customer Support Specialist delivers Care support services to customers including but not limited to 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase. Complies to the standard and emergency case handling processes.

Job Responsibilities & Competencies

Plans and executes technical tasks requiring specialist skills in own professional area. Works independently with the responsibility for solving customer request cases and reporting according to processes. Identifies and solves technical problems. Shares knowledge in own professional area. May support areas by participating in emergency and 24/7 duty

• Plans, designs, test, execute, analyses, and reports on process improvements to gain fastest troubleshooting. 
• Reviews network problems and ensures all learning’s are shared with appropriate stakeholders.
• Develops scripts/macros to perform health checks to speed up troubleshooting efforts.
• Provides technical guidance, leads CH workshops, and support to other GC CH engineers to avoid/minimize troubleshooting challenges.
• Perform lab testing to ensure major SW releases challenges and best practices are included in Troubleshooting Guides, working alongside GC and R&D.
• Reviews recently published Technical Notes and Change Notes to ensure fastest problem solving when encountering known problems.
• Launch, trials and pilot projects support and SW Upgrades