Customer Support Specialist

Technical Support Specialist

Our Care team provides global support for customers and internal stakeholders, handling pre/post-sales activities, first-level software/hardware incidents and ensuring service delivery readiness for our product Domain (NM). You will be part of a team that has the responsibility to work on complex troubleshooting cases on a global scale, thru a 24x7 support scheme.

Your Responsibilities

As a Technical Support Specialist, you will be responsible for case handling and trouble resolution, care fault management and troubleshooting, as well as providing a service of excellence focusing on the customer and creating good relationships.

For that you will:

• Use advanced analytical skills and troubleshooting methods, such as system-level tracing, debug, protocol flow analysis, etc., to provide workarounds and solve complex problems or problems that do not have routine solutions.
• Lead and resolve complex situations derived from technical activities such as: software upgrades, audits, equipment swaps, network expansion, acceptance testing, feature testing, tailored technical support, etc.
• Identify, reproduce and characterise defects and collaborates promptly with R&D teams for fixes.
• Communicate and interact internally and externally with customers, R&D and 3rd party vendors.
• Be a part of a Global Emergency Rota, supporting occasionally Out of Business hours

Your Skills And Experience

You have:

• Nokia NetAct/MantaRay NM
• OS / Software: Linux (RedHat), Windows
• Virtualization: VMWare, RH OpenStack
• Containers: RH OpenShift, Kubernetes

It would be nice if you also had:

• Hardware fundamentals (HPE/DELL)
• Basic understanding of RAN technologies GSM, UMTS, LTE, 5G
• Database principles knowledge (Oracle and PostGres)

More Information

Some of our benefits in Portugal:

• Flexible working arrangements and additional flex benefits to support work–life balance
• A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
• Medical and life insurance plan, plus paid sick leave for added security
• Meal allowance to support daily needs
• Car allowance based on eligibility
• Well-being programs to support your mental and physical health
• Opportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth Solutions
• A learning culture that promotes continuous personal and professional growth – for your role and beyond

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 the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.

About The Business Group

Join Mobile Networks (MN) and help us become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. Your work will contribute to delivering unbeatable customer experiences in wireless connectivity.

In the Services Unit, you'll help build best-in-class digital service portfolios that support and enhance mobile networks. You'll contribute to transforming how services are delivered in a fast-evolving, connected world.

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.