IP Technical Support Engineer

Job Description

The team you'll be part of

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

You will be providing a remote Level-2 worldwide customer technical support for Nokia IP products and IP/MPLS routing solutions. Through investigation, finding a root cause and problem resolution, the goal is to reach customer satisfaction.

Our Network Infrastructure business group (NI) includes IP, Optical and Network Automation technologies and related services sold to our communication service provider customers as well as adjacent markets including webscale companies and enterprises. Our comprehensive wide area networking (WAN) solutions enable our customers to build and operate automated, secure, and high-performance networks at massive scale – helping to interconnect people and things from any broadband access modality to – and among - edge clouds, central clouds, the Internet, and other services and data centers.

What We Offer

Nokia offers flexible and hybrid working schemes, 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.

Our Team also offers:

• Being part of a great team
• Opportunity to learn technologies and develop yourself
• Flexible work schedule
• Opportunity to work closely with customer
• Opportunity to develop hands-on skills in a LAB environment with baremetal and virtual Nokia IP equipments
  
  

How You Will Contribute And What You Will Learn

What you will learn and contribute to

Are you passionate about solving problems?

As part of our team, you will:

• Investigate, isolate and drive problems reported by customer to a closure
• Maintain interfaces with customer's technical personnel ensuring smooth information flow about reported problems and their resolution status
• Maintain and improve interfaces with technical personnel from other multi-regional groups and organizations involved with Technical Support
• Be responsible for tracking of customer tickets and requesting investigation results for escalated tickets from other departments (TEC, R&D, 3rd party)
• Be accountable for ensuring prompt and regular feedback to customers in relation to on-going issues.
• Reproduce customer problems in lab environment
• Lab testing of SW updates and upgrades
• Provide 7/24 technical support and remote technical support for Multi-Technology and Multi-Vendor networks, using industrialized processes and tools for all Nokia customers (300+)
• Support for complex networks ensuring customer Service Level Agreements (SLAs) are achieved
  
  

Key Skills And Experience

Your skills and experience

You have:

• A bachelor degree in Telecommunications, Computer, Electric/Electronics Engineering or equivalent
• Good verbal and written command of English and Turkish
• Telecommunication technology knowledge in IP/MPLS area and relevant ITU standards
• Nokia NRS1, Cisco CCNA Certification or equivalent accreditation in IP networking through education or experience
• Detail-oriented, particularly with respect to managing customer satisfaction
• Customer orientation and communications skills, problem solver
• Prone to team work
  
  

It would be nice if you also had:

• Knowledge and experience on advanced network topics (L2/L3 VPN Services, BNG, QoS, etc.)
• Theoretical knowledge and practical experience (testing, troubleshooting) of IP/MPLS routers
• Hands-on experience on following Nokia equipment: Nokia 7750 Service Router (SR) family, Nokia 7450 Ethernet Service Switch (ESS) family, Nokia 7950 Extensible Routing System (XRS) family, Nokia 7210 Service Access Switch (SAS) family, Nokia 7705 Service Aggregation Router (SAR) family, Nokia 7250 Interconnect Router (IXR) family
• Good understanding of incident management process
• Ability to learn effectively and quickly, result oriented mindset, flexibility and openness
  
  

About Us

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 people’s 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.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
  
  

At Nokia, we act inclusively and respect the uniqueness of people. Nokia’s employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.

We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

About The Team

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.