Technical Support Engineer
Nokia
Our Technical Support function specializes in Network Management & Self-Organizing Networks (NMSON) products and solutions within Global Services Delivery, serving as the expert technical interface for Nokia customers, Project-Delivery, and R&D. We diagnose, reproduce, and resolve complex in-field NM/SON software and hardware issues, providing solutions either on-site or remotely. This role demands a motivated self-starter with strong customer service and technical problem-solving skills, capable of researching issues and escalating to R&D as needed.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Our recruitment process
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If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
The Technical Support function for Network Management & Self-Organizing Networks (NMSON) products within Global Services Delivery serves as the expert technical interface between Nokia customers, Project-Delivery, and R&D. This role involves diagnosing, reproducing, and resolving complex in-field NM/SON software and hardware issues, requiring a motivated self-starter with strong customer service and technical problem-solving skills.
Must-Have:
- Require any bachelor's degree in engineering or related field.
- Typically, a minimum 12-15 years of experience in the telecom domain, with desirable prior product knowledge in NetAct and SON, including extensive experience in SON optimization using ANR, 5G, and Mobility Robustness algorithms.
- Hands-on experience with Linux (troubleshooting), TCP/IP Networking, 3GPP Wireless protocols (GSM, UMTS, LTE, 5G), Web-based applications, Shell Scripting, Ansible Automation, Container Orchestration (RHOCP, Kubernetes), Virtualization (VMware), Databases (MySQL, PostGres, Druid, Redis), and Python.
- Over 8 years of experience in data storage, networking, system administration, or technical support within NM/SON, including 2G/3G/4G/5G network design/troubleshooting, Radio Access Network equipment, multi-vendor OSS'es, NPO knowledge, and wireless network KPI analysis.
- Professional interpersonal communication, customer service, influencing, and conflict resolution skills, with the ability to communicate with functional leadership and conduct briefings with senior leaders.
- A flexible aptitude for learning new technologies and utilizing them in a customer-facing environment, coupled with cross-cultural knowledge and a global mindset.
Nice-To-Have:
- Foundational knowledge in Mathematics and Statistics (Linear Algebra, Calculus, Probability), experience with Machine Learning algorithms (Supervised, Unsupervised, Reinforcement Learning), familiarity with Deep Learning frameworks (TensorFlow/Keras, PyTorch), and skills in Data Preprocessing, Feature Engineering, Visualization, and Database Management.
- Programming/Development Skills in Java or Python development.
- Lead and manage the technical delivery of case-handling for an India-based team, including planning, executing, managing, and automating technical activities to service customers.
- Apply advanced analytical skills to solve complex problems and lead the resolution of intricate technical situations such as software upgrades, multi-vendor issues, and end-to-end performance improvements.
- Interact directly with customers for complex cases, provide workarounds, manage emergency/outage topics, and effectively escalate cases to R&D, PLM, and other stakeholders.
- Create, review, and approve Knowledge-Base articles, identify and solve complex technical problems, and guide others by sharing knowledge within your professional area.
- Provide constructive feedback to technical support and development teams on new product features/enhancements and contribute initial ideas for the professional direction of the organizational unit.
- Ensure Service Level Agreements (SLAs) are met for escalated cases and lead Root Cause Analysis (RCA) to identify underlying issues and prevent recurrence.
- Expand personal knowledge into new and emerging technical areas such as cloud technologies and AI/ML, fostering continuous professional development.
- Work effectively in mixed environments, apply best practices, and leverage internal/external business knowledge to continuously improve products or services.