Technical Support Specialist - WAN
ST Strategy & Technology
Noida, Uttar Pradesh, India
3d ago

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.

Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

Nokia is an equal opportunity employer that is commited to diversity and inclusion.At Nokia, 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.

Within CDO Infra Networks, the Networks service 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.

Technical support specialist is responsible for IT service management handling Incident management, Problem management, Change management for Wide area network with complete knowledge of technical design, functionality, configuration, performance and quality of WAN connectivity.

This is a position in network operations center (NOC) 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 24x7 support model and provide required shift handover- Administering service requests and execute network changes- Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds- Coordinates with junior 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 create root cause analyses.

  • 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- Engage WAN service provider to troubleshoot the issue and escalate to get it resolved- Coordinates solution provisioning and deployment by WAN connectivity service providers- Additional duties as required and possible remote implementation assistance on special projects- Escalate to very complex network issue to L4 engineer for support- Helping in ticket management and reporting taskQualifications - 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 24x7 work shift- 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 and CLI will be preferred - Hands-on experience in handling configuring and troubleshooting Nokia services as well as SDPs, VPLS, VLL, IES, VPRN will be preferred- 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- Previous experience of understanding and solving independently complex issues related to WAN services- Strong knowledge on Enterprise wired and wireless network, firewalls, virtualization, load balancing and SD-WAN- Optional knowledge in the areas of Virtualized Service Routers (VSR), operating systems such as Red Hat, Ubuntu and OpenStack would be a plus- 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 Additional Information
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