Technical Support Specialist- WAN

Job Description

About Nokia We create the critical networks and technologies to bring together the world s intelligence, across businesses, cities, supply chains and societies. With our commitment to innovation and technology leadership, driven by the award-winning Nokia Bell Labs, we deliver networks at the limits of science across mobile, infrastructure, cloud, and enabling technologies. Adhering to the highest standards of integrity and security, we help build the capabilities we need for a more productive, sustainable and inclusive world. About Nokia IT At Nokia IT, we are in a fast-paced digitalization journey. We are transforming into a modern, digital organization that globally delivers seamless technology experiences to 100,000 employees, as well as external users across the world, based on trusted IT infrastructure, applications and security capabilities. To build a world-class IT organization, we are looking to find, grow and keep the best talent in various disciplines and areas. Are you a hands-on technologist that wants to use knowledge to create an impact Are you passionate about the digital era Do you value a culture of transparency and accountability, and work with customers in your heart Then join the diverse and global Nokia IT team! Job Description Technical support specialist WAN 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 operational shift 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/herself
• Strong customer focus
• Drive to deliver results, get things done attitude
Additional Information,

Keyskills :
technical supporttroubleshootingcomputer hardwaredispatchmailit service managementfm radioroot causelan switchingload balancingtime managementtechnical designnetwork servicesspecial projectschange managementit infrastructurerouting protoco