Radio Technical Care Expert

Overview

The role requires strong technical expertise, analytical thinking, and a customer-focused mindset to diagnose and resolve complex issues across Nokia products, solutions, and network environments. You will collaborate with cross-functional teams, contribute to service improvements, and support service delivery readiness while maintaining high levels of customer satisfaction. Working independently within established guidelines, you will leverage your specialist knowledge and practical experience to address technical challenges, drive operational excellence, and support continuous improvement initiatives.

Responsibilities

• 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.

Technical Skills & Requirements

• 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 incident 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.