Technical Support Specialist - WAN

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on peoples lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Technical support specialist WAN is responsible for IT service management handling Incident management, Problem management, Change management for all IT network technologies with complete knowledge of technical design, functionality, configuration, performance and quality of WAN connectivity. This is a position in network operations for enabling reliable service operation for IT network services

Responsibilities:

Analyzing production network issues and resolve

Follow troubleshooting mechanisms and suggest corrective action

Work in US time zone for operational shift support and provide required guidance to NOC

Administering service requests and execute network changes for the escalated incidents or priority incidents

Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds

Coordinates with NOC engineers to analyze the issue, capture new logs if required

Coordinate with cross technology technical team to resolve the incident

Track issues that are intermediate in nature until its closure working with multiple stakeholder

Ensure to provide technical update during the incident management

Identify the issues root cause and document the root cause analyses with corrective, preventive actions.

Identify design related gaps that caused the incident and propose for preventive action

Work through problem management process to support technical implementation

Comply to change management process for change implementation whenever required

Engage OEM, service provider to troubleshoot the issue and escalate to get it resolved

Additional duties as required and possible remote implementation assistance on special projects

Escalate to very complex network issue to L4 engineer for support

Support in creating presentation and generates reports

Work with network tools administration to build new monitoring solution if required

Required Skills:

Bachelors degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent

Minimum of 10+ years experience in Network services, deep knowledge of and management in complex environment

Experience in network designs/configurations, managing, supporting and deploying network infrastructures

Strong ability to diagnose network alerts, events or issues

Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and with minimal supervision

Good oral and written communication skills, and ability to address conflict with others constructively

Ability to work in US time zone whenever required

Good understanding on network technologies TCP/IP, VRRP, DNS, ARP, STP, Trunking, & Port Channeling, VRF, IPsec and TLS;

Proficient in Standard Routing Protocols such as OSPF, ISIS, BGP, Route Policy, QoS, VRRP, Multicast, LDP and MPLS, Segment routeing.

Hands-on experience in enterprise WAN architecture deployment and support using various industry devices

Hands-on experience in campus Lan switching architecture deployment and support using various industry devices

Hands-on experience in handling Nokia 7X50/77XX/7210 hardware/software or equivalent

Ability to acquire Nokia Router product knowledge, learn CLI and deployment would be considered