IT Service & Support Specialist
ST Strategy & Technology
Noida, Uttar Pradesh, India
1d ago

About Nokia IT

At Nokia IT, we are in a fast-paced digitalization journey. We are transforming into a modern, digital organization that globally delivers seamless technology experiences to 100,000 employees, as well as external users across the world, based on trusted IT infrastructure, applications and security capabilities.

To build a world-class IT organization, we are looking to find, grow and keep the best talent in various disciplines and areas.

Are you a hands-on technologist that wants to use knowledge to create an impact? Are you passionate about the digital era?

Do you value a culture of transparency and accountability, and work with customers in your heart? Then join the diverse and global Nokia IT team!

Infrastructure team

In this role, you will be part of the Infrastructure team, which ensures the stability, availability and high performance of the IT infrastructure that serves Nokia’s entire workforce and upholds the technology for almost every single interaction of the company’s business.

  • At IT Infrastructure, we set up, maintain and optimize Nokia’s enterprise computing and networking capabilities; we administer and continuously advance our Digital Workplace;
  • and we grant IT support to a global community of end-users. On top of keeping our end-users satisfied every day, our immediate strategic priority is to progress rapidly in our aggressive digital transformation and in our journey towards a cloud-based environment.

    In IT Infrastructure, you are part of a team that is redefining IT and shaping the future of Nokia.

    Responsible to manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved, and customer expectations are met or exceeded.

    Responsible for ensuring the Global IT support team is meeting and exceeding expectations in regard to performance, meeting defined metrics / benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

    Provision of end-user support and ensures user efficiency by resolving problems and inquiries. The Service & Support Specialist supports business software and hardware in an area of expertise.

    May act as a help desk support to register trouble tickets and solves complex issues from end users of software application and tools.

    Performs routine assignments within standardized procedures and practices with regular supervision to achieve objectives and meet deadlines.

    Receives instruction, guidance and direction from others and uses own knowledge and existing procedures to solve standard problems .

    Key Competencies

  • Problem Solving & Collaboration Skills
  • Communication and Public Speaking
  • Customer Focus
  • Agile and continuous Delivery and methodologies
  • Process and MoO understanding.
  • Cloud Computing / Edge Clouds
  • Familiarity of compute environment (Linux & Windows OS)
  • Proficiency in MS Office suite (Excel and Power Point)
  • Competence in Share point and ServiceNow tools
  • Basic networking concepts knowledge
  • Decommission process of EOSL assets.
  • Experience in Incident, Change and Problem management.
  • Education & Experience

  • Bachelor’s in computer science or equivalent.
  • 7+ years of experience working in IT industry.
  • Cloud certification preferred but not required.
  • ITIL certification (Desired)
  • Job Key Tasks & Responsibilities

  • Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues for end users.
  • Resolve and identify root cause of issues and communicate appropriately to internal and external customers.

  • Triage priority Incidents providing guidance and recommendations for issues resolution as per agreed business SLAs
  • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
  • Will drive Ticket Deep Dive and develop strategies for improvement. Manage daily operations (not limited to end user management, mobility management, Infra security, Service desk etc.
  • to ensure successful delivery of services by Service Provider Participate in periodic reviews providing feedback on Service Provider performance identifying opportunities to improve Service Delivery.

  • Manage Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance.
  • Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.

  • Manage process for communicating outage / emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs.
  • PO review and approval / budgeting responsibility.

  • Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
  • Interprets internal and external business challenges and recommends best practices to improve products, processes and services.
  • Acts as a technical support expert in the service or solution and has deep knowledge about the solutions used in the cloud-based environments.

  • Captures technical requirements and innovative ideas and translates them into IT requirements. Evaluates possibilities with different technologies and platforms.
  • Solves incidents and service requests. Assists with incident escalation and Root Causes Analysis (RCA) review.

  • Should be hands on to resolve end user issues related to PC imaging and resolving other PC issues, Office 365 application usage including Outlook, OneDrive adoption, printer support, Authenticator setup, VPN configuration, collaboration tools, mobile device procurement, and other IT applications.
  • Should be conversant with cabling requirements and should be able to support on cabling needs as needed. Should be able to handle local infrastructure including network and voice services, building cabling, and managing IT equipment rooms.

  • Preferable if person has got an additional knowledge Installing and configuring software, hardware and networks. Monitoring system performance and troubleshooting issues.
  • Should be conversant with Incident Management, Service Requests and Demand Management processes.
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