Technical Support Specialist

As a Technical Support Specialist within Nokia's Networks team, you will play a critical role in managing the lifecycle and performance of our network services, including firewalls, DNS, and secure connectivity for our global offices and partners. Working in a dynamic 24x7 environment, you will troubleshoot complex network issues, coordinate with cross-functional teams, and ensure reliable operation of IT network security services.

• Analyzing production network issues and resolve

• Follow troubleshooting mechanisms and suggest corrective action

• Work in US time zone for operational shift 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 

 Must-Have:

• Bachelors’ degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent with 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 and Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and with minimal supervision

• 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 and 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  and ability to acquire Nokia Router product knowledge, learn CLI and deployment would be considered 

• Expertise in 2-3 IT Network technologies with multiple skill troubleshooting operational experience would be preferred and expertise level in handling complex routing design, routing issue with multi-vendor environment 

• Experience in IPv6 WAN routing architecture and deployment expertise  and 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 

   

• Strong knowledge on Enterprise wired and wireless network, firewalls, virtualization, load balancing and SD-WAN

Nice-To-Have:

• Good troubleshooting and operational experience.

• Recent Hands-on experience would be must

• Individual contributor and Good oral and written communication skills, and ability to address conflict with others constructively

• Requirement gathering experience
• Understanding of ITIL processes