Case Handling Specialist

Case Handling Specialist
Viseu
Viseu, Viseu District, Portugal

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Job Description

We are currently hiring for two levels for this position (Job Grade 9 and Job Grade 10). Candidates will be assessed and matched to the appropriate level based on their experience and competencies.

As a Case Handling Specialist, you will be responsible for providing advanced technical product support within Care Service delivery in a 24x7 support environment. You will work to solve complex troubleshooting tickets on the latest technology (4G/5G and Radio products). You will be the primary technical point of contact for customer support requests and coordinate as the primary interface towards R&D for escalation of customer problems and
- up until resolution. This requires good analytical and debugging skills with the ability to perform in a
- paced environment and under time constraints while maintaining attention to detail.

Responsibilities

• You will contribute as the primary point of contact for customers experiencing technical difficulties.
• Ensure customer Service Level Agreement (SLA) compliance and KPI quality performance, and manage and build customer relationships on a
  -
  - day basis.
• Provide appropriate
  - up to customers and keep case information updated in the support tool.
• Perform initial diagnosis of incidents and apply existing knowledge to find solutions.
• Collect logs, perform log analysis using available
  - processing tools, and use advanced analytical skills to solve complex problems.
• Collaborate within the team and coach less experienced personnel;
  
  
  
  may lead technical projects with manageable risks. Participate in Emergency duty 24x7 and resolve critical incidents.
• Participate in daily/weekly meetings within GSD and with Market & Customer teams to review progress and enhance resolution efficiency.

Key Skills And Experience

• B. E / B. Tech Engineer graduate in Telecommunication / Computer / Software / Electrical Engineering or equivalent with 10+ years of relevant experience in Customer Technical support.
• Resolves complex technical situations, including deployment support, software upgrades, audits, and network expansions.
• Interacts with customers for complex cases, providing workarounds and ensuring SLAs are met.
• Experience in process requirements and ensure quick recovery for critical outages & tickets.
• Experience in debugging issues using standard logs (EMIL, Syslog, MACTTI, Wireshark).
• Experience in Implementation, Integration, Acceptance Tests, O&M, and/or Care for Radio Products.
• Experience in 3GPP standards/ORAN/Cloud RAN/v
  RAN. Experience in troubleshooting and testing in L1/L2/L3/RF/IODT domain.

Nice to have

- Usage of various log collection & processing tools. Any 3rd party certification – e. G. , Red
Hat, AWS.

- Understanding of Case Handling, including Emergency Support activities. Involvement in Training delivery and knowledge content creation.

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 Nokia Bell Labs. Learn more about life at Nokia.

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. If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity. The length of the recruitment process may vary depending on the specific role/'s requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

Employment type: Full-time

Job function: Legal

Industries: IT Services and IT Consulting and Telecommunications

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