Job Description

Job Summary

• ITIL Foundation knowledge
• Good Knowledge and hands on experience of SQL Scripting
• Basic understanding of web applications and Portal technologies
• Good in Reading , Writing and Spoken English
• Experience of supporting Enterprise applications
• Familiarity with Salesforce Experience Cloud
• Strong teamwork and cross-functional collaboration skills

Attention to detail and commitment

Key Responsibilities

Key Roles & Responsibilities

• Provide first-level support to customers, employees, Nokia contacts, and business stakeholders for Support Portal-related issues.
• Guide, Troubleshoot and resolve user account registration, access, and login issues.
• Investigate user-reported problems and collect detailed diagnostic information, screenshots, and error logs.
• Serve as a liaison between end users and application support teams to ensure timely resolution of issues.
• Maintain high levels of customer satisfaction through proactive communication and issue ownership.
• Track incident progress and communicate status updates to users and stakeholders.
• Escalate unresolved incidents in accordance with defined support procedures and SLAs.
• Coordinate with business owners and IT support teams to drive issue resolution.
• Execute smoke testing activities following maintenance windows and emergency releases.
• Validate portal functionality using predefined test case

Skill Requirements

Key Primary Skills - PLSQL Scripting , UNIX Shell Scripting

Secondary Skill - Good Communication Skills (English - Speak , Write )

Other Requirements

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