Dedicated Customer Technical Support Engineer

Nokia; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

Nokia is seeking a Technical Support Engineer to join their Optical Networks division. This role involves troubleshooting customer issues, collaborating with cross-functional teams, and contributing to knowledge development. Ideal candidates will have a Master's degree in Electrical Engineering and experience in optical networking.

Benefits

Continuous learning opportunities

Well-being programs

Mentoring programs

Qualifications

• Experience with optical networks and troubleshooting.
• Strong analytical skills and attention to detail.
• Excellent communication skills.

Responsibilities

• Investigate and troubleshoot customer issues in Production and Lab environments.
• Provide root cause analysis and corrective actions.
• Develop Knowledge Base content.

Skills

Optical troubleshooting

Problem-solving

Ethernet knowledge

TCP/IP networking

Education

Master's Degree in Electrical Engineering

Tools

OTDR

Optical test sets

Traffic generators

Job description

Job Description

In an increasingly connected world, the pandemic has highlighted just how essential telecom networks are to keeping society running. The Network Infrastructure group is at the heart of a revolution to connectivity, pushing the boundaries to deliver more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise

Join Optical Networks division, where innovation meets scale in the AI-driven data center era. With the recent acquisition of Infinera, we've united two industry leaders to create an optical networking powerhouse-combining cutting-edge technology with proven leadership to redefine the future of connectivity.

Infinera is now part of the Nokia Corporation and its subsidiaries. When you apply, the information you share will be handled with care and used only for recruitment purposes within the group.

The Technical Support Engineer functions as part of the Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC) organization. Within this role, the TS Engineer performs advanced level fault isolation and troubleshooting of assigned Customer issues.

This position requires close cross-functional collaboration with Infinera's Software and Hardware Engineering, Product Line Management (PLM), and Global Technical Support (GTS) teams to ensure timely and effective resolution of network-impacting problems..

The Technical Support Engineer manages assigned escalation support requests with a view towards driving increased Customer satisfaction, analyzing and providing software solutions through product enhancement, defect resolution, documentation, and creation of custom solutions.

Responsibilities

• Investigate and troubleshoot customer issues in both Production and Lab environments
• Provide root cause analysis and suggestions for corrective actions
• Produce and deliver Customer facing documents that explain technically complex issues
• Produce and deliver post-mortem actions to resolve issues in Customer networks
• Responsible for understanding the technical aspects of the supported product releases and diagnostic logs to provide expert advice concerning any issues that may arise
• Contribute to the development of Knowledge Base content
• Review new release of technical documents for accuracy and completeness
• Test and validate customized scripts prior to release
• Develop and support sustaining Technical Notes and Field Service Bulletins to be utilized by both internal and external operators

Qualifications

• Prior experience with long haul or metro optical networks required
• Practical knowledge of Ethernet, SONET/SDH, DWDM and OTN
• Experience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.
• Hands-on testing experience with ROADM, EDFA, Raman Amplifiers and Coherent Transponders
• Knowledge in TCP/IP networking, L2/L3 routing and switching is a plus
• Prior system test, scripting and/or new product introduction experience required
• Extensive experience with traffic generators and network protocols analysis tools
• Strong problem-solving skills, applicable to large and complex network scenarios
• Experience with creating Power Point presentations and Excel
• Highly detail-oriented, excellent analytical and troubleshooting skills
• Candidate must possess excellent inter-personal, oral and written communication skills

Education & Experience Necessary For Success:

• Requires a Master's Degree in Electrical Engineering, Computer Engineering, Computer Science, Telecommunications or a related field and industry experience in the job offered or in escalation engineering support in the optical networking industry.

About Us

Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

At Nokia, we act inclusively and respect the uniqueness of people. Nokia's employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.