Technical Support Specialist
As a Technical Support Specialist within Nokia's Networks team, you will play a critical role in managing the lifecycle and performance of our network services, including firewalls, DNS, and secure connectivity for our global offices and partners. Working in a dynamic 24x7 environment, you will troubleshoot complex network issues, coordinate with cross-functional teams, and ensure reliable operation of IT network security services.
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
Must-Have:
Bachelors’ degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent with 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 and Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and with minimal supervision
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.
Hands-on experience in enterprise WAN architecture deployment and support using various industry devices and 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 and ability to acquire Nokia Router product knowledge, learn CLI and deployment would be considered
Expertise in 2-3 IT Network technologies with multiple skill troubleshooting operational experience would be preferred and expertise level in handling complex routing design, routing issue with multi-vendor environment
Experience in IPv6 WAN routing architecture and deployment expertise and Experience in troubleshooting Wireless LAN either Aruba or any WLAN environment. Strong operational experience in handle Wireless LAN
Experience in troubleshooting Firewall either Fortinet or any. Strong operational experience in handle firewall at enterprise level
Strong knowledge on Enterprise wired and wireless network, firewalls, virtualization, load balancing and SD-WAN
Nice-To-Have:
Good troubleshooting and operational experience.
Recent Hands-on experience would be must
Individual contributor and Good oral and written communication skills, and ability to address conflict with others constructively
- Requirement gathering experience
- Understanding of ITIL processes