Sr. Technical Support Specialist

Job Description

Job Description In this role, you will be part of the Infrastructure team, which ensures the stability, availability and high performance of the IT infrastructure that serves Nokia s entire workforce and upholds the technology for almost every single interaction of the company s business. At IT Infrastructure, we set up, maintain and optimize Nokia s enterprise computing and networking capabilities; we administer and continuously advance our Digital Workplace; and we grant IT support to a global community of end-users. On top of keeping our end-users satisfied every day, our immediate strategic priority is to progress rapidly in our aggressive digital transformation and in our journey towards a cloud-based environment. In IT Infrastructure, you are part of a team that is redefining IT and shaping the future of Nokia.Within CDO Infra Networks, the Networks 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. Sr. Technical support specialist is responsible for IT service management handling Incident management, Problem management, Change management for all IT network technologies with complete knowledge of technical design, functionality, configuration, performance and quality of WAN connectivity. This is a position in network operations 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 US time zone for escalation support and provide required guidance to NOC
• Administering service requests and execute network changes for the escalated incidents or priority incidents
• Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds
• Coordinates with 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 document the root cause analyses with corrective, preventive actions.
• 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 whenever required
• Engage OEM, service provider to troubleshoot the issue and escalate to get it resolved
• Additional duties as required and possible remote implementation assistance on special projects
• Escalate to very complex network issue to L4 engineer for support
• Support in creating presentation and generates reports
• Work with network tools administration to build new monitoring solution if required
Qualifications
• 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 US time zone whenever required
• 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 or equivalent
• 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
• Experience in troubleshooting Wireless LAN either Aruba or any WLAN environment. Strong operational experience in handle Wireless LAN
• Experience in troubleshooting Firewall either Fortinet or any. Strong operational experience in handle firewall at enterprise level
• Expertise in 2-3 IT Network technologies with multiple skill troubleshooting operational experience would be preferred
• Strong knowledge on Enterprise wired and wireless network, firewalls, virtualization, load balancing and SD-WAN
• Good troubleshooting and operational experience.
• Recent Hands-on experience would be must
• Individual contributor
• 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,

Keyskills :
technical supporttroubleshootingcomputer hardwaredispatchmailwide area network