Customer Services ION IP Optical Networks 2000000EH6 Requisition # "3LS - TEC" (3rd Level Support - Technical Expertise Center) is hiring engineers to handle customer issues escalated by the 2LS / TAC team for 7210 / 7250 / 7x50, 7705 products in Nokia's IP portfolio.
Candidate expected to interface to regional TACs, Customer Account Teams, other Business Units, R&D and Product Management for technical consultation and customer support concerns.
Expertise in IP / Ethernet / MPLS domains and troubleshooting skills a must. Good understanding of QoS / PTP / OAM / Segment Routing / EVPN is highly desired.
Debugs complex product installations, product problems by applying both established procedures and creative alternatives.
Writes technical application notes, field notices. Assists and advises Tier 1 / 2 / 3 network architecture and implementation teams.
Performs on-site product adaptations or enhancements to installed product. Provides technical and sales support for Test and Evaluations, New Product Introductions (NPI).
Maintains awareness of new products and releases through regular updates with R&D, Product Management Coordinates upgrade programs for Tier 1 customers (including generation of MOP).
Provides emergency cell phone support to customers on a global basis 24 / 7. Experience / interest in working in a customer support role and environment is preferred.
Proven aptitude for methodical problem solving. Good communication skills. Ability to work well in a close-knit team.