Technical Support Specialist

Nokia Global; India; On-site; INR 4,500,000 - 6,500,000; Full time

Benefits offered by this job

Flexible and hybrid working schemes

Life insurance to all employees

Well-being programs

Job summary

Nokia is seeking a Technical Support Specialist in India to manage lifecycle and performance of network services, including firewalls, DNS, and secure connectivity for our global offices and partners. You will troubleshoot complex network issues, coordinate with cross-functional teams, and ensure reliable operation of IT network security services.

In this role you will work in a dynamic 24x7 environment, supporting production networks, performing incident management, and engaging with OEMs to

Qualifications

• Bachelor's degree in Telecommunications/IT/CS or equivalent with 10+ years in network services
• Experience in network designs/configurations and deploying network infrastructures
• Strong diagnostic skills for alerts/events and multitasking abilities

Responsibilities

• Analyze production network issues and resolve
• Follow troubleshooting mechanisms and actions
• Work in US time zone for shift support and provide guidance to NOC
• Administer service requests and execute escalated changes
• Own end-to-end incident resolution and provide workarounds when needed
• Coordinate with NOC engineers to capture logs and analyse issues
• Engage cross-technology teams to resolve incidents and track progress
• Provide incident updates and document root cause analyses with preventive actions
• Identify design gaps and propose preventive actions
• Support problem management processes and ITIL-aligned change management
• Engage OEM/service providers to troubleshoot and resolve issues
• Assist on special projects and remote implementation support
• Escalate very complex issues to L4 engineers
• Prepare presentations and generate reports
• Work with network tools to build monitoring solutions

Skills

Network troubleshooting

DNS

Firewall

Routing protocols

WAN/MPLS

IPv6

TCP/IP

Nokia routers

US shift readiness

Education

Bachelor's degree in Telecommunications/Information Technology/Computer Science

Tools

Nokia Router CLI

NOC tools

Job description

As a Technical Support Specialist within Nokia's Networks team, you will play a critical role in managing the lifecycle and performance of our network services, including firewalls, DNS, and secure connectivity for our global offices and partners. Working in a dynamic 24x7 environment, you will troubleshoot complex network issues, coordinate with cross-functional teams, and ensure reliable operation of IT network security services.

Your responsibilities

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 elevate 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

Your skills and experience

Must-Have:

Bachelor's degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent with 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 and Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and with minimal supervision

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 and 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 and ability to acquire Nokia Router product knowledge, learn CLI and deployment would be considered

Expertise in 2-3 IT Network technologies with multiple skill troubleshooting operational experience would be preferred and expertise level in handling complex routing design, routing issue with multi‑vendor environment

Experience in IPv6 WAN routing architecture and deployment expertise and experience in troubleshooting Wireless LAN either Aruba or any WLAN environment. Strong operational experience in handling Wireless LAN

Experience in troubleshooting Firewall either Fortinet or any. Strong operational experience in handling firewall at enterprise level

Strong knowledge on Enterprise wired and wireless network, firewalls, virtualization, load balancing and SD‑WAN

Nice-To-Have:

Good troubleshooting and operational experience.

Recent hands‑on experience would be must

Individual contributor and good oral and written communication skills, and ability to address conflict with others constructively

• Requirement gathering experience
• Understanding of ITIL processes

More information

Some of our benefits:

• Flexible and hybrid working schemes
• A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
• Life insurance to all employees to provide peace of mind and financial security
• Well‑being programs to support your mental and physical health
• Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
• Employee Growth Solutions to support your personalized career & skills development
• Diverse pool of Coaches & Mentors to whom you have easy access
• A learning environment which promotes personal growth and professional development – for your role and beyond

Advancing connectivity to secure a brighter world.

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, we’re advancing connectivity to secure a brighter world.

We act inclusively and respect the uniqueness of people. Our 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.