Enterprise Solution Specialist

Role Overview

• Deliver technical support services for Nokia products, solutions, and complex customer networks.
• Investigate, troubleshoot, diagnose, and resolve software and hardware incidents within agreed SLA targets.
• Perform corrective and preventive actions to restore customer services and network functionality.
• Provide remote and on-site support in a 24x7x365 operational environment.
• Collaborate with higher-tier support teams, product development organizations, and third-party vendors to resolve complex issues.
• Maintain accurate and timely case documentation and customer communication within support management tools.
• Ensure compliance with customer SLAs, operational processes, and quality KPIs.
• Build and maintain strong customer relationships through proactive communication and issue management.
• Act as a Certified Emergency Engineer and participate in emergency support rotations as required.
• Develop, create, and maintain knowledge management articles and technical documentation.
• Support service delivery teams by providing technical expertise and guidance.
• Identify service improvement opportunities and provide feedback to product teams regarding customer needs and product enhancements.
• Mentor and train less experienced team members, providing leadership and technical guidance.
• Contribute to the continuous improvement of tools, processes, policies, and service methodologies.
• Maintain up-to-date knowledge of Nokia products, technologies, and new releases.
• Accurately record time and activity tracking in accordance with company requirements.

Requirements

• Advanced troubleshooting and problem-solving skills.
• Strong knowledge of telecommunications technologies, networks, and customer support processes.
• Ability to manage complex technical issues and escalations.
• Excellent customer service and stakeholder management skills.
• Effective communication and collaboration in cross-functional environments.
• Experience working with SLA-driven support and service performance metrics.
• Ability to mentor, coach, and support less experienced team members.
• Strong analytical mindset with a focus on continuous improvement and learning.

Benefits

• Advanced troubleshooting and problem-solving skills.
• Strong knowledge of telecommunications technologies, networks, and customer support processes.
• Ability to manage complex technical issues and escalations.
• Excellent customer service and stakeholder management skills.
• Effective communication and collaboration in cross-functional environments.
• Experience working with SLA-driven support and service performance metrics.
• Ability to mentor, coach, and support less experienced team members.
• Strong analytical mindset with a focus on continuous improvement and learning.