JOB: Technical Specialist At Nokia In Chennai

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Job Description

  • Provide Technical Support for Nokia Fixed Access Products by trouble shooting and resolving customer’s problems remotely.
  • Guarantee the highest satisfaction level of the customer through the SLA (Service Level Agreement)
  • Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely.
  • If necessary, on site intervention inter/intra city.
  • Rotation in hotline support 24*7 (on call duty)
  • Reproduction of customer problems in lab environment (if needed & if possible)
  • Engage in proactive activities to train the customer or to check on the sanity of the network.
  • Cross-functional and multi-cultural teamwork .
  • Independently works within broad guidelines and uses best practices and knowledge of internal or external business issues.
  • Transfers concepts for professional direction of own organisational unit into actionable measures.
  • Provide assistance to experts to perform troubleshooting methods like system level tracing, debug, protocol flow analysis.
  • Identifies, reproduces and characterises defects and collaborates promptly with Expert and R&D teams for fixes.
  • Interacts with customer for complex cases, providing workarounds, etc.
  • Contributes for Root Causes Analysis (RCA) analysis and report creation.
  • Complies with the requirements as per the emergency process role, whenever required.
  • Creates knowledge articles (author, reviewer).
  • Creates technical documents and guidelines.
  • Develops competencies on products and solutions.

Qualifications

Education:

University degree in Electronics (BE /B-Tech), computer engineering or equivalent, majoring in electronics or IT.

Languages:

Fluent in English, both in speaking and writing

Behavioural:

  • Strong analytical and problem-solving skills .
  • Good Team player.
  • Creative and resourceful, assertive, customer first attitude.
  • Uses language as a tool to troubleshoot, to explain and to negotiate.
  • Can cope with pressure, stress resistant.

Technical Experience:

  • 3-5 years of work experience in DSL/PON technologies, good experience in testing the products and troubleshooting.ยท
  • Protocol knowledge: GPON, DSL, SIP, IGMP, IPV4/6, SNMP, SNTP, DHCP, PPPoE; YANG/NETCONF is a highly preferred
  • Product knowledge: ISAM 7302/7330, ISAM FTTH 7360, 7368 ISAM ONT, AMS 5520, 552X applications (APC/IDM/OAD/SDC)
  • 1-5 year of experience on DSL/GPON
  • Basic knowledge of IP & Linux is mandatory
  • Candidate with less experience but passionate on new technologies and willing to learn will be considered as well

Location: Chennai

Company: Nokia

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