Advanced Technical Support Engineer - Core

CGR Services; New Zealand; On-site; NZD 95,000 - 140,000; Full time

Job summary

Nokia is seeking a skilled Managed Services engineer in Hamilton, New Zealand to provide advanced technical support for customers’ telecommunications networks. You will work with the Network Operation Centre, troubleshoot incidents, and assist with restorations and changes while maintaining high-quality network performance.

The role requires strong scripting and programming capabilities (Python/JavaScript), API interactions (REST/RESTCONF/gRPC/Netconf), and experience with Nokia management

Qualifications

• Experience in troubleshooting and restoring services during complex incidents.
• Fluent English for professional communication and reporting.

Responsibilities

• Troubleshoot and restore service during complex unplanned incidents across telecommunications networks.
• Participate in a 24x7x365 callout roster and contribute to restoration activities and planned changes during night-time maintenance.
• Support Network Operation Centre with assistance and training, liaise with vendor product support on escalated issues.
• Follow detailed technical procedures and adapt to changing circumstances.
• Guide field staff with clear technical instructions on network elements.
• Assess impact of planned activities and ensure proper planning and notification.
• Escalate complex issues to technical/managerial levels and support incident reviews.

Skills

Python

JavaScript

SQL

REST APIs

Incident management

English communication

Network troubleshooting

Vendor escalation

Tools

Nokia NFM-P

Nokia NSP

Nokia AMS

Nokia 7x50 switches

RESTCONF

gRPC

Netconf

Kafka

Job description

As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.

A Managed Services role with Nokia's Hamilton New Zealand based team provides advanced technical support to their customers' telecommunications network core, aggregation, access and transport platforms, maintaining availability, and resolving incidents quickly. This technical support role is within an innovative team who are passionate about network performance and service delivery, assisting the Network Operation Centre, optimizing procedures and enhancing support tools.

• Troubleshoot and restore service during complex unplanned incidents across our customers' telecommunications networks.
• Participate in a 24x7x365 callout roster and contribute to restoration activities and planned changes during the night-time maintenance window.
• Support a Network Operation Centre team with assistance and training, and also liaise with vendor product support teams on escalated issues.
• Follow detailed technical procedures accurately, and when necessary, assess and adapt to changing or unanticipated circumstances.
• Guide service company technical staff through technical activities on the network elements, with clear instructions and understanding of the activity being undertaken.
• Ability to do risk assessment of the impact of any intended technical activities on the network and ensure adequate planning and notification processes are in place before proceeding.
• Initiate technical and/or managerial escalation of cases that are complex, technical, or creating a major customer impact.
• Competency at incident review and problem review processes, such as identifying event triggers and root cause, as well as recommending improvement opportunities.
• Understand and analyse workflows to identify repetitive, manual tasks, processes that lack consistency or involve high error rates that can be automated to increase operational efficiency and accuracy.
• Engineer skills on Nokia 7x50 switches, 7210, and related telecommunications and IT protocols.
• Competent user of Nokia management systems: NFM-P, NSP, AMS.
• Fluent English language, professional business writing for customer and vendor technical support interactions, reports, and incident reviews; and high level of accuracy on network records.
• Programming and scripting knowledge (Eg: Python and/or JavaScript) and experience in database programming (SQL)
• Experience in developing applications that interact with network devices using REST API, RESTCONF, gRPC, Netconf, Kafka and/or similar technologies.
• New Zealand citizenship, residency, or work visa, and familiarity with New Zealand telecommunications industry, networks and providers; this is a New Zealand based role.

It would be beneficial if you also had:

• Nokia ISAM experience.
• Nokia 1830PSS OTN DWDM experience.
• Experience with cloud-based environments (Eg: Azure) and familiarity with version control systems (Eg: github)
• Oracle SBC (or similar) experience.
• Programming and scripting knowledge (e.g. Python or JavaScript).