Job Description
Advanced Level ‑ 2 / Expert Technical Support Engineer responsible for providing high ‑ quality remote support for Nokia Fixed Networks (FN) access products, ensuring SLA compliance, customer satisfaction, and effective resolution of complex network issues through deep technical expertise and close collaboration with R&D teams.
How You Will Contribute And What You Will Learn
- Provide Advanced Level‑2 / Expert support for Nokia Fixed Access products through remote troubleshooting and resolution.
- Ensure high customer satisfaction by meeting and exceeding SLA commitments.
- Perform in‑depth analysis, diagnosis, and resolution of complex issues in customer networks. Participate in 24×7 rotational hotline/on‑call support.
- Reproduce customer issues in lab environments when required and feasible.
- Execute expert‑level troubleshooting including system tracing, debugging, and protocol flow analysis.
- Identify, reproduce, and characterize defects; collaborate closely with R&D for permanent fixes.
- Contribute to Root Cause Analysis (RCA) reports and proactively engage with customers for network health checks and training.
Key Skills And Experience
You Have:
- 7+ years of hands‑on experience in DSL and/or PON technologies with strong troubleshooting skills.
- Solid protocol knowledge: GPON, DSL, SIP, IGMP, IPv4/IPv6, SNMP, SNTP, DHCP, PPPoE; YANG/NETCONF preferred.
- Strong product knowledge of Nokia FN portfolio: ISAM 7302/7330, 7360, 7368 ONT, AMS 5520, 552X applications (APC, IDM, OAD, SDC).
- Proven experience in testing and supporting NMS/EMS platforms.
- Exposure to handling live network issues and field outages is an advantage.
- Working knowledge of IP networking and Linux (mandatory).
- Strong analytical, problem‑solving, and customer communication skills.
- Candidates with lesser experience but strong passion for new technologies and learning mindset will also be considered.
About Us
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.
Learn more about life at Nokia .
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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. We are committed to a culture of inclusion built upon our core value of respect.
If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .
About The Team
Some of our benefits:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
