KEY SKILLS AND EXPERIENCE
You have:
- Bachelor's degree in Computer Science, Engineering, or a related field.
- 8-12 years of relevant experience in technical support or a related role.
- Strong background in IP networking protocols (MPLS, TCP/IP, DNS, DHCP, etc.).
- Knowledge of Nokia IP SR/SSR products, including models like 7750, 7210, 7250, and 7220.
- Experience with network troubleshooting tools such as Wireshark and Tcpdump.
- Excellent communication skills, both verbal and written, and the ability to work collaboratively with customers and cross-functional teams.
- Strong problem-solving ability with a focus on technical issues and the ability to think critically under pressure.
It would be nice if you also had:
- Familiarity with cloud-based technologies and experience with technical support tools and ticketing systems (e.g., Salesforce).
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
- Customer Communication: You'll enhance your communication skills while serving as the main point of contact for customers, handling escalations, and providing updates.
- Advanced Troubleshooting: You'll gain expertise in troubleshooting complex technical issues, applying advanced methods such as protocol flow analysis and system-level tracing.
- Collaboration & Teamwork: You will work closely with cross-functional teams, gaining insights into various aspects of pre-sales, product support, and customer service.
- Product Knowledge: By working directly with IP products like Nokia's SR/SSR series, you will deepen your understanding of advanced networking protocols and technologies.
- Process Improvement: Your feedback will help drive process improvements, contributing to better service delivery and higher customer satisfaction.
- Continuous Learning: Stay ahead in the industry by learning about the latest technologies, product updates, and customer roadmaps.
