About the role
As a Technical Care Specialist, you will deliver advanced, proactive technical support for broadband and IP network solutions by diagnosing and resolving complex technical issues, collaborating closely with RD and cross-functional teams, performing in-depth root cause analysis, documenting findings and solutions, sharing technical knowledge, optimizing network performance, and continuously improving service quality to ensure reliable operations and exceptional customer satisfaction.
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
- Work independently using best practices and industry knowledge to address business and technical challenges.
- Lead or contribute to small-scale technical projects with minimal risk and resource requirements.
- Assist subject matter experts with advanced troubleshooting, including system-level tracing, debugging, and protocol analysis.
- Identify, reproduce, and document defects, and collaborate closely with RD teams to ensure timely resolution.
- Engage with customers on complex technical issues by providing effective workarounds and clear technical guidance.
- Ensure compliance with SLA timelines for escalated cases and follow emergency processes when required.
- Contribute to root cause analysis (RCA) activities and participate in the preparation of technical reports.
- Create, review, and maintain technical documentation, guidelines, and knowledge base articles to support continuous learning and efficient issue resolution.
Qualifications
You have:
- Bachelors degree in Engineering with 5 to 8 years of relevant work experience.
- Strong understanding of broadband access technologies, including GPON, XGS-PON, SD-WAN, FWA, and related solutions.
- Solid knowledge of IP networking (IPv4/IPv6) and protocols such as SIP, IGMP, SNMP, SNTP, DHCP, PPPoE, and ERPS.
- Hands-on experience in troubleshooting, diagnostics, and root cause analysis (RCA) within live customer environments.
- Proficiency in UNIX/Linux systems and the use of network and system analysis support tools.
It would be nice if you also had:
- Excellent analytical, communication, and customer-focused skills, with the ability to perform effectively under pressure in 247 support environments.
- Basic programming or scripting knowledge in Python, Java, and JavaScript, with familiarity in SQL/MariaDB and web technologies.
- Experience with Nokia products such as Lightspan, Altiplano (SD-WAN), ISAM 7302/7330/7360, and management systems including 5520 AMS, 5529 APC, IDM, OAD, SDC, and NA 5530.
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