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NOKIA

Technical Support Engineer

NOKIA
United States Full time Posted 3d ago
Customer Support Incident Management Information Technology (IT) IT Operations It Service Management IT Services Network Management Systems Outage Management Relationship Management Salesforce Salesforce Crm Service Management Technical Support
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Job Description

Join Nokia to deliver round-the-clock technical support for NMS products and lead outage recovery efforts with SLA-focused execution.

Responsibilities

  • Deliver 24/7/365 technical support for NMS products, performing timely, accurate troubleshooting and resolution of customer issues.
  • Diagnose issues and carry out corrective and preventative maintenance activities; escalate to higher support levels when needed.
  • Maintain and update Salesforce records and outage documentation.
  • Contribute to and review upgrade guides and other procedural documentation.
  • Build and maintain strong customer relationships to support high satisfaction through SLA-compliant service delivery.
  • Serve as an Outage Manager, identifying and managing the impact of outages and changes to customer networks.
  • Ensure outage situations are fully documented to meet contractual root cause review obligations.
  • Provide practical recovery solutions, including risk management and communication to relevant stakeholders.
  • Use and contribute to knowledge management tools, sharing knowledge proactively across the team.
  • Document all troubles for tracking and learning; collaborate with internal resources to resolve technical issues.
  • Interface with the product business division (level 3/TEC) to support seamless service and knowledge transfer.

Requirements

  • Degree in Computer Science or a related field is preferred, or equivalent practical experience in a technical support role.
  • Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS) is an asset.
  • Familiarity with NPI/Customer Engineering domain is advantageous.
  • Strong problem-solving and analytical skills with a customer-centric approach.
  • Excellent communication and interpersonal skills, with ability to build rapport and manage customer expectations.
  • Proactive, self-motivated mindset with willingness to learn and adapt to new technologies.
  • Ability to work independently and manage multiple tasks in a fast-paced environment.
  • Must adhere to ISO27001 information handling and safeguarding best practices.

Technologies

  • Salesforce
  • NMS products
  • Network Management Systems

Location and Travel

  • United States (onsite)
  • Travel may be required: 5%

Equal Opportunity

  • Nokia is an equal opportunity employer and values diversity and inclusion.

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