Job Description
Join our team as a Customer Support Specialist, where you'll play a crucial role in ensuring the smooth operation of cutting-edge Autonomous Network Products. You'll troubleshoot, install, upgrade, and manage system performance across Telecom technologies (2G, 3G, 4G, 5G) while working with Kubernetes, RedHat OCP, VMware, AWS, and EKS.
In this dynamic role, you'll handle remote case management, software updates, and emergencies, engage with teams to resolve complex issues, and conduct root cause analysis. If you have a passion for problem-solving and customer advocacy, this is the perfect opportunity to grow your expertise in a fast-paced, global environment.
How You Will Contribute And What You Will Learn
1. Provide technical support for the administration, installation, upgrade, and troubleshooting of Autonomous Network Products, ensuring high system availability and performance.
2. Diagnose and resolve system management, fault management, configuration management, and performance management issues promptly.
3. Troubleshoot integration issues related to Network Elements across 2G, 3G, 4G, and 5G technologies, working with internal and external teams as needed.
4. Perform remote case handling, software change management, and emergency ticket resolution while adhering to defined SLAs and best practices.
5. Conduct root cause analysis (RCA) for major outages, document findings, and recommend preventive measures to enhance system reliability.
6. Support shift operations, including 24x7 on-call support, to ensure continuous service availability and customer satisfaction.
7. Contribute to report writing and documentation efforts as required by management, maintaining accurate records of incidents, solutions, and process improvements.
Key Skills And Experience
You have:
1. Bachelor's degree in Engineering or equivalent with 4–16 years of experience in system administration, including troubleshooting, configuration, and lab testing.
2. Strong knowledge of Kubernetes, RedHat OCP, VMware, AWS, and EKS, with expertise in Linux/Windows system administration.
3. Experience troubleshooting network elements in 2G, 3G, 4G, and 5G technologies, along with exposure to Telecom and IP networks.
4. Proficiency in Shell scripting and experience with RDBMS such as Oracle, MariaDB, PostgreSQL, and Neo4j.
5. Ability to handle remote case management, investigate major outages, perform root cause analysis (RCA), and assist in emergency ticket handling.
It would be nice if you also had:
1. Experience in the administration, installation, upgrade, and troubleshooting of Autonomous Network Products such as Nokia Assurance Center, FlowOne, Nokia Orchestration Center, and related solutions.
2. Strong problem-solving skills with the ability to work in a team-oriented environment, contribute to report writing, and provide 24x7 on-call support for global customers.
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:
1. One of the World's Most Ethical Companies by Ethisphere
2. Gender-Equality Index by Bloomberg
3. 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
As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
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