Developing and delivering the industry’s only end-to-end portfolio of network equipment, software, services and licensing that is available globally. Through our research teams, including the world-renowned Nokia Bell Labs, Nokia is leading the world to adopt end-to-end 5G networks that are faster, more secure and capable of revolutionizing lives, economies and societies. Nokia adheres to the highest ethical business standards as we create technology with social purpose, quality and integrity. A truly global company, we are 160 nationalities working in more than 100 countries.
About Nokia IT
At Nokia IT, we are in a fast-paced digitalization journey. We are transforming into a modern, digital organization that globally delivers seamless technology experiences to 100,000 employees, as well as external users across the world, based on trusted IT infrastructure, applications and security capabilities. To build a world-class IT organization, we are looking to find, grow and keep the best talent in various disciplines and areas.
Are you a hands-on technologist that wants to use knowledge to create an impact? Are you passionate about the digital era? Do you value a culture of transparency and accountability, and work with customers in your heart? Then join the diverse and global Nokia IT team!
Job Description
In this role, you will be part of the Infrastructure team, which ensures the stability, availability and high performance of the IT infrastructure that serves Nokia’s entire workforce and upholds the technology for almost every single interaction of the company’s business. At IT Infrastructure, we set up, maintain and optimize Nokia’s enterprise computing and networking capabilities; we administer and continuously advance our Digital Workplace; and we grant IT support to a global community of end-users. On top of keeping our end-users satisfied every day, our immediate strategic priority is to progress rapidly in our aggressive digital transformation and in our journey towards a cloud-based environment. In IT Infrastructure, you are part of a team that is redefining IT and shaping the future of Nokia.
Within CDO Infra Networks, the Networks tower manages globally the life cycle, delivery, quality and performance of the Wide Area Network, the internet connections, network traffic management, (W)LAN, DNS/DHCP and all other aspects of connectivity for Nokia Networks offices and partners. To support the digital transformation and the use of cloud services, the transformation into a full hybrid network is proceeding at full speed.
Sr. Technical support specialist is responsible for IT service management handling Incident management, Problem management, Change management for all IT network technologies with complete knowledge of technical design, functionality, configuration, performance and quality of WAN connectivity. This is a position in network operations for enabling reliable service operation for IT network services with functional responsibilities including:
Analyzing production network issues and resolve
Follow troubleshooting mechanisms and suggest corrective action
Work in US time zone for escalation 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
Qualifications
Bachelors’ degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent
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
Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and with minimal supervision
Good oral and written communication skills, and ability to address conflict with others constructively
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
Hands-on 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
Ability to acquire Nokia Router product knowledge, learn CLI and deployment would be considered
Expertise level in handling complex routing design, routing issue with multi-vendor environment
Experience in IPv6 WAN routing architecture and deployment expertise
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
Expertise in 2-3 IT Network technologies with multiple skill troubleshooting operational experience would be preferred
Strong knowledge on Enterprise wired and wireless network, firewalls, virtualization, load balancing and SD-WAN
Good troubleshooting and operational experience.
Recent Hands-on experience would be must
Individual contributor
Requirement gathering experience
Understanding of ITIL processes
Excellent verbal and written communication skills in English
Eager and capable to work in a global multi-cultural team and to develop him/her self
Strong customer focus
Drive to deliver results, “get things done” attitude
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