Technical Support Engineer

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. The NMSON Technical Support team is part of Global Services Delivery and serves as the expert technical interface between Nokia customers, Services Project-Delivery, and R&D. The team's core responsibility includes diagnosing, reproducing, and resolving in-field NM/SON software and hardware issues, escalating complex problems or software bugs to R&D as needed.

• A degree in Engineering (e.g., B.E./B.Tech or equivalent), or early career stage with interest in the telecom domain.
• Experience in the telecom domain and knowledge of 3GPP wireless protocols (GSM, UMTS, LTE, 5G).
• Solid working knowledge of Linux and networking concepts (e.g., TCP/IP), networking and system-level troubleshooting skills.
• Exposure to scripting (e.g., Shell) or databases (e.g., MySQL, PostgreSQL) is highly beneficial.
• Basic awareness or academic exposure to cloud and modern technologies such as containers or microservices (e.g., Docker, Kubernetes), or a strong interest in learning these areas.
• Good communication and interpersonal skills with ability to work collaboratively in a team and interact with customers professionally.
• Proactive attitude, curiosity, and motivation to learn new technologies and develop technical skills.

Nice to have:

• Exposure to telecom networks or system operations.
• Experience in 2G/3G/4G/5G network design/troubleshooting, including Radio Access Network (RAN) equipment and multi-vendor OSS.
• Experience with analysis of wireless network Key Performance Indicators (KPIs).
• Understanding of data analysis or interest in concepts related to data, automation, or AI/ML.
• Familiarity with programming or scripting languages (e.g., Python or Java).

• Handle customer support cases and perform troubleshooting activities.
• Investigate and resolve customer and network issues, with guidance from senior team members when needed.
• Communicate with customers to gather information, share updates, and provide solutions or workarounds.
• Escalate more complex issues to senior engineers or relevant internal teams following defined procedures.
• Manage critical service disruptions or outage situations, ensuring rapid recovery for high-priority issues.
• Contribute to knowledge base articles by documenting solutions and learnings from resolved cases.
• Share observations and feedback from customer cases with internal teams to help improve products and services.
• Follow Service Level Agreements (SLAs) and track case progress to ensure timely responses and resolutions.
• Continuously develop technical skills and broaden knowledge in relevant areas (e.g., networking, cloud basics), supported by training and mentoring.