Technical Support Engineer

• The NMSON Technical Support team, part of Global Services Delivery, serves as the expert technical interface between Nokia customers, Services Project-Delivery, and R&D
• Their core responsibility involves diagnosing, reproducing, and resolving in-field NM/SON software and hardware issues, escalating complex problems or software bugs to R&D as needed
• Success in this role demands a motivated self-starter with strong customer service, technical problem-solving skills, and an embrace of challenges

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Lead Technical Delivery. Oversee and manage the technical delivery of case-handling, including planning, execution, and automation of customer service activities.
• Resolve Complex Issues. Apply advanced analytical skills to diagnose and resolve complex customer and network problems, including multi-vendor issues and performance improvements.
• Customer Interaction & Escalation. Interact directly with customers on complex cases, provide workarounds, and manage escalations to R&D, PLM, and other stakeholders.
• Emergency Management. Manage critical emergency and outage situations, ensuring rapid recovery for high-priority issues.
• Knowledge Management. Create, review, and approve Knowledge-Base articles to document solutions and share expertise.
• Product Feedback. Provide valuable feedback to technical support and development teams on new product features and enhancements.
• SLA Adherence & RCA. Ensure Service Level Agreements (SLAs) are met for escalated cases and lead Root Cause Analysis (RCA) reporting.
• Continuous Learning & Innovation. Expand personal knowledge into new technical areas like cloud and AI/ML, contributing to the professional direction of the organizational unit.

Qualifications

You-Have:

• B.E/B.Tech/M.E/M.Tech with over 12 years in the telecom domain, with extensive knowledge of NetAct, SON (FM/PM/CM), and 3GPP wireless protocols (GSM, UMTS, LTE, 5G).
• Hands-on experience with Linux, TCP/IP networking, web applications, Shell Scripting, Ansible automation, virtualization (VMware), and various databases (MySQL, PostGres, Druid, Redis), coupled with robust networking and system-level troubleshooting skills.
• Hands-on experience with cloud technologies, including Microservices, Containers, Messaging, and container orchestration platforms like Kubernetes, RHOCP, and Docker/Podman.
• A professional interpersonal communication, customer service, influencing, and conflict resolution skills, with the ability to engage and negotiate with customers and functional leadership.
• A flexible aptitude for rapidly learning and applying new technologies in a customer-facing environment, complemented by cross-cultural knowledge and a global mindset.

It would be nice if you also had:

• Advanced Network & System Operations. Experience in 2G/3G/4G/5G network design/troubleshooting, including Radio Access Network (RAN) equipment and multi-vendor OSS. Proficiency in Network Performance Optimization (NPO) and analysis of wireless network Key Performance Indicators (KPIs),
• AI/ML & Data Science Proficiency. Foundational knowledge in Mathematics (Linear Algebra, Calculus, Probability, Statistics) and practical experience with Machine Learning algorithms (Supervised, Unsupervised, Reinforcement Learning). Familiarity with Deep Learning frameworks (TensorFlow/Keras, PyTorch) and Data Science & Engineering practices, including data preprocessing, feature engineering, visualization, and database management (SQL/NoSQL).
• Development & Automation Acumen. Hands-on development experience with languages such as Java or Python, enhancing capabilities in automation and custom tool creation.