Radio Technical Care Expert

As a Customer Support Specialist, you will provide technical support to customers and internal stakeholders throughout the Care lifecycle. You will serve as a key point of contact for software and hardware incidents, delivering timely and effective resolutions while ensuring adherence to contractual service agreements.

• Deliver remote and on-site technical support services in a 24x7x365 environment.
• Troubleshoot, diagnose, and resolve software, hardware, and network-related technical issues.
• Perform corrective and preventive actions to restore and maintain service quality.
• Manage customer incidents and requests in accordance with standard and emergency case handling processes.
• Ensure compliance with customer Service Level Agreements (SLAs) and service quality KPIs.
• Provide accurate and timely updates to customers and internal stakeholders.
• Escalate critical issues to the appropriate support functions when required.
• Support pre-sales and post-sales activities by providing technical expertise and guidance.
• Contribute to process improvement initiatives and service delivery readiness.
• Share knowledge and provide training and guidance to less experienced team members.
• Maintain customer data confidentiality and ensure information is handled securely.

• Nokia Radio's & Baseband's, LTE & 5G Technology, SRAN SW Strong troubleshooting, diagnostic, and problem-solving skills.
• Expertise in Product fault analysis using EMIL, call flows, Traffica, Wireshark, BTS logs. Ability to analyze and resolve complex technical issues independently.
• Root cause analysis & critical indecent support.
• KPIs deviation issue analysis, QoS, Throughput & Latency issues, Capable of L3 level technical support.
• 5G, LTE BTS ENODEB GNODEB Integration expertise. Feature implementation & SW upgrade. Support NetAct, Paco core integration issues.
• Microwave & IP ( Router) as secondary product competency.
• Understanding of incident management, SLA commitments, and service quality metrics.
• Ability to work in a fast-paced, 24x7 support environment.