Remote Technical Support Specialist

Nokia; Naucalpan de Juárez; Presencial; MXN 350.000 - 520.000; Jornada completa

Descripción de la vacante

Nokia in Mexico is seeking a Customer Services professional to support Latin America and North America using remote and on-site collaboration. You will provide remote technical support for Nokia IP products and networks, isolate problems, and guide customers through fixes within SLA constraints.

The role requires strong communication, adaptability, and a proactive approach to complex, multi-vendor network issues. Occasional travel may be required, and on-call rotations are part of the position.

Formación

• Fluency in English is required.
• Experience working in R&D and/or customer-facing environments.
• Hands-on knowledge of Linux / Unix
• Hands-on knowledge of BASH
• Hands-on knowledge of VMware/Openstack/Container
• Hands-on knowledge of Kubernetes / k8s
• Working knowledge of java and / or python
• Working knowledge of IP standard, routing protocols, OSI model, etc.)
• Working knowledge of Rest-API

Responsabilidades

• Works effectively in a mixed environment and uses best practices to improve products or services.
• Uses advanced analytical skills to solve complex problems and takes a new perspective.
• Shares initial ideas for professional direction of own organizational unit.
• Acts as a professional advisor and mentor for staff / work team / taskforces.
• Provides working leadership and training to less experienced personnel.
• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.
• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.
• Interacts with customer for complex cases, providing workarounds, etc.
• Ensures SLAs are met for escalated cases.
• Leads RCA analysis and report creation.

Conocimientos

English Fluency

Linux/Unix

BASH

VMware/Openstack/Container

Kubernetes/k8s

Java/Python

IP, routing, OSI

REST API

Herramientas

VMware/Openstack/Container

Descripción del empleo

Nokia in Mexico is seeking a Customer Services professional to support Latin America and North America using remote and on-site collaboration. You will provide remote technical support for Nokia IP products and networks, isolate problems, and guide customers through fixes within SLA constraints.

The role requires strong communication, adaptability, and a proactive approach to complex, multi-vendor network issues. Occasional travel may be required, and on-call rotations are part of the position.