KEY SKILLS AND EXPERIENCE
You have:
- Bachelor's degree in Engineering with 5 to 8 years of relevant work experience.
- Strong technical background in IP networking, protocols, and technologies on Nokia IP SR/SSR Products (SR Family products like 7750, 7210, 7250, 7220).
- Familiarity with IP networking protocols (MPLS, TCP/IP, DNS, DHCP, etc.).
- Experience with technical support tools, such as ticketing systems like Salesforce.
It would be nice if you also had:
- Exposure to outages and critical issues, with the ability to involve the right resources and anticipate customer escalations.
- Contribution to Root Cause Analysis (RCA) and report creation.
- Experience with network troubleshooting tools (e.g., Wireshark and Tcpdump).
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
- Provide level 2 technical support for IP products, resolving complex customer issues and utilize technical expertise to troubleshoot and debug IP product issues.
- Resolve customer complaints and concerns in a professional, courteous manner, escalating issues to senior engineers or management.
- Develop and maintain in-depth knowledge of IP products, including features, functionality, and technical specifications.
- Create and update technical documentation, such as knowledge base articles, to share expertise with internal teams and customers.
- Work closely with cross-functional teams, including Pre sales, and product Support, to ensure seamless customer experience.
- Gather customer feedback and suggest process improvements to enhance technical support and customer satisfaction.
- Minutes regularly on customer interactions, issue resolution rates, and other key performance indicators (KPIs) .
- Stay up-to-date with customer on road maps, emerging technologies, and product updates to maintain technical expertise.
