Jr. Customer Support Specialist

Nokia; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in telecommunication seeks a Jr. Customer Support IP Networks in Ottawa. This role involves troubleshooting issues with IP Service Routers, maintaining network environments, and ensuring customer satisfaction through effective solutions. Ideal candidates will have a background in Computer Engineering or a related field and possess strong technical skills in networking technologies.

Qualifications

• Excellent communication skills and the ability to collaborate effectively.
• Experience with troubleshooting and managing IP networks.
• Relevant certifications like Nokia IP/SRC or Nokia Data Center preferred.

Responsibilities

• Troubleshoot and resolve technical issues to ensure customer satisfaction.
• Contribute to SLA compliance and achieve KPI performance standards.
• Manage customer relationships and provide timely support.

Skills

Troubleshooting IP networks

Communication

Collaboration

Linux command-line environments

Scripting expertise for SR Linux

Education

Bachelor's degree in Computer Engineering

Electrical Engineering

Computer Science

Tools

Nokia SR Linux

MPLS

BGP

EVPN

Containers

Docker

Spirent

IXIA

Job description

As a Jr. Customer Support IP Networks, your primary responsibility will be to troubleshoot network issues across a range of IP Service Routers Product Lines, including models like 7950, 7750, 7710, 7450, 7210, 7705, 7220, and 7250. You will also manage and maintain network environments utilizing Nokia SR Linux (SRL). This includes tasks such as configuration, system upgrades, and proactive troubleshooting to ensure seamless network performance. Your role will contribute to maintaining high-quality service and robust network operations for customers.

Qualifications

• A Bachelor's degree in Computer Engineering, Electrical Engineering, Computer Science, or a relevant College Diploma with equivalent experience.
• Excellent communication and thrive in collaborative team environments, bringing both interpersonal and professional skills.
• Experience in troubleshooting IP networks, MPLS, and services like VPLS and VPRN, along with hands-on knowledge of BGP, EVPN, Linux, and a basic understanding of Containers, Dockers, VMs, and traffic generators such as Spirent or IXIA.

It would be nice if you also had:

• Experience working in diverse platform environments.
• Proficiency with Linux command-line environments.
• Scripting expertise for SR Linux nodes, enabling automation of tasks and efficient deployments.
• Relevant certifications like Nokia IP/SRC, Nokia Data Center, or equivalents.
  
  

Responsibilities

• Conduct troubleshooting and resolve technical issues, ensuring customer data security while delivering swift, effective solutions.
• Drive customer satisfaction by contributing to Service Level Agreement (SLA) compliance and achieving top-quality KPI performance standards.
• Build trust and rapport by managing customer relationships, providing timely follow-ups, and keeping case details updated.
• Address critical network outages and performance issues, collaborating with TEC and R&D teams to identify root causes and implement solutions.
• Embrace the excitement of 24x7x365 support, showcasing adaptability with weekend shifts and nighttime maintenance, ensuring uninterrupted service.