CUSTOMER SUPPORT ENGINEER - NOKIA PACKET CORE (ON-SITE)

iTRTech Group; Lisboa; Presencial; EUR 19 000 - 22 000; Tempo integral

Resumo da oferta

iTRTech Group is seeking a Senior Customer Support Engineer in Lisbon to support Nokia Packet Core, including CMM, CMG, and NRD, in a high-availability telecom environment.

The role requires 6+ years of experience, ITIL-based processes, and fluency in Portuguese (C1) and English (B2), with full on-site presence at a Lisbon facility.

Qualificações

• Bachelor's degree in Telecommunications, Computer Engineering, Information Technology, or a related field.
• Minimum of six years of professional experience in telecommunications or technical customer support.
• Strong experience supporting mobile core networks within telecom operator environments.
• Proven hands-on expertise with Nokia Packet Core solutions.
• Practical knowledge of CMM, CMG, and NRD.
• Experience with 4G and 5G mobile core networks.
• Knowledge of ITIL-based Incident, Problem, and Change Management processes.
• Portuguese proficiency at C1 level; English at B2 level.
• Availability to work fully on-site in Lisbon under an 8x5 schedule.

Responsabilidades

• Provide on-site technical support under an 8x5 service model.
• Support Nokia Packet Core products, including CMM, CMG, and NRD.
• Develop a detailed understanding of the deployed network architecture, customisations, software versions, and procedures.
• Act as the primary technical contact for customer engineering and operations teams.
• Provide recommendations regarding network performance, software maintenance, and operational improvements.
• Ensure compliance with Change Management procedures during live network interventions.
• Act as the customer’s end-to-end technical advocate during incident management.
• Coordinate the resolution of critical, major, and outage incidents across multiple support teams.
• Lead troubleshooting activities for complex, service-affecting issues.
• Perform root cause analysis and define corrective or preventive actions.
• Monitor support tickets and ensure timely action by all involved teams.
• Contribute to reducing incident resolution and service restoration times.
• Build trusted relationships with customer technical and operational teams.
• Manage technical escalations, difficult situations, and conflict resolution.
• Provide clear and regular updates on incidents, service quality, risks, and status.
• Review and communicate Product Technical Notes, Release Notes, and alerts.
• Communicate technical issues effectively to stakeholders.
• Support the transition of solutions from delivery into operational care.
• Follow up on technical actions during service transitions.
• Provide technical guidance for hardware and software upgrades, retrofits, and network modernisation.
• Plan service-impacting interventions to minimise risk and restoration time.
• Support software release and lifecycle management activities.
• Maintain awareness of new product introductions and ongoing network projects.
• Support Telco Cloud deployments and virtualised network functions.
• Assess technical risks related to evolving customer requirements.
• Provide recommendations for network evolution and service improvement.
• Collaborate with local and global engineering and support organisations.

Conhecimentos

Nokia Packet Core

Incident management

Root cause analysis

Troubleshooting

Customer-facing communication

ITIL practices

Stakeholder management

Mobile core networks

Formação académica

Bachelor's degree in Telecommunications, Computer Engineering, Information Technology, or related field

Ferramentas

Nokia Packet Core

CMM

CMG

NRD

Descrição da oferta de emprego

CUSTOMER SUPPORT ENGINEER - NOKIA PACKET CORE (ON-SITE LISBON)

Portuguese company hires for on-site position

Location: Lisbon, Portugal

Only candidates already based in Portugal will be considered

Work Model: Fully on-site at customer premises

Language Requirements: Portuguese: C1- Advanced, English: B2- Upper-Intermediate

Seniority: Senior (6+ years)

Sector: Telecommunications

Rate Between €1700 - 2000 RV

The Opportunity

We are looking for a Senior Customer Support Engineer with extensive experience in Nokia Packet Core technologies to support a major telecommunications environment in Lisbon.

Key Responsibilities

Technical Support and Operations

• Provide on-site technical support under an 8x5 service model;
• Support Nokia Packet Core products, including CMM, CMG, and NRD;
• Develop a detailed understanding of the deployed network architecture, customisations, software versions, and operational procedures;
• Act as the primary technical contact for customer engineering and operations teams;
• Provide recommendations regarding network performance, software maintenance, and operational improvements;
• Ensure compliance with Change Management procedures during live network interventions.

Incident and Problem Management

• Act as the customer’s end-to-end technical advocate during incident management;
• Coordinate the resolution of critical, major, and outage incidents across multiple support teams;
• Lead troubleshooting activities for complex, service-affecting issues;
• Perform root cause analysis and define corrective or preventive actions;
• Monitor support tickets and ensure timely action by all involved teams;
• Contribute to reducing incident resolution and service restoration times.

Customer and Stakeholder Management

• Build trusted relationships with customer technical and operational teams;
• Manage technical escalations, difficult situations, and conflict resolution;
• Provide clear and regular updates on incidents, service quality, risks, and operational status;
• Review and communicate Product Technical Notes, Release Notes, urgent bulletins, alerts, and software recommendations;
• Communicate technical issues effectively to operational, engineering, and management stakeholders.

Service Delivery and Lifecycle Management

• Support the transition of solutions from delivery into operational care;
• Follow up on technical actions and outstanding deliverables during service transitions;
• Provide technical guidance for hardware and software upgrades, retrofits, and network modernisation;
• Plan service-impacting interventions to minimise operational risk and restoration time;
• Support software release and lifecycle management activities.

Network Evolution and Strategic Support

• Maintain awareness of new product introductions and ongoing network projects;
• Support Telco Cloud deployments and virtualised network functions;
• Assess technical risks related to evolving customer requirements;
• Provide technical recommendations for network evolution and service improvement;
• Collaborate with local and global engineering and support organisations.

Mandatory Requirements

• Bachelor's degree in Telecommunications, Computer Engineering, Information Technology, or a related technical field;
• Minimum of six years of professional experience in telecommunications or technical customer support;
• Strong experience supporting mobile core networks within telecom operator environments;
• Proven hands-on expertise with Nokia Packet Core solutions;
• Practical knowledge of CMM, CMG, and NRD;
• Experience with 4G and 5G mobile core networks;
• Strong network troubleshooting and root cause analysis capabilities;
• Experience in customer-facing technical support or managed services;
• Knowledge of ITIL-based Incident, Problem, and Change Management processes;
• Experience managing critical incidents and technical escalations;
• Portuguese proficiency at C1 level;
• English proficiency at B2 level;
• Availability to work fully on-site in Lisbon under an 8x5 support model.

Highly Valued Experience

• Telco Cloud environments;
• Virtualised or cloud-native network functions;
• Network function virtualisation;
• Software and hardware upgrade projects;
• Network modernisation initiatives;
• New Product Introduction programmes;
• Service assurance and SLA management;
• Delivery-to-Care or service transition processes;
• Release management in telecom environments;
• Multi-domain troubleshooting;
• Experience working with geographically distributed support teams.

Ideal Candidate Profile

The ideal candidate is a senior telecommunications support engineer with deep technical knowledge of Nokia Packet Core solutions and extensive experience in mobile operator environments.

You can lead complex incident investigations, coordinate multiple technical teams, and remain composed during service outages or high-pressure situations. You combine strong analytical ability with a genuine customer-service mindset and take full ownership of issues through to resolution.

You communicate clearly with both engineering and management audiences, manage expectations effectively, and are comfortable working on-site as a trusted technical representative. Experience with 4G, 5G, Telco Cloud, and virtualised network functions will make you particularly well suited to this opportunity.

Why Consider This Opportunity?

• Work in a complex, large-scale telecommunications environment;
• Become a key technical reference for Nokia Packet Core technologies;
• Lead the resolution of critical and high-impact network incidents;
• Gain exposure to 4G, 5G, Telco Cloud, and network virtualisation;
• Collaborate with local and international technical teams;
• Participate in upgrades, modernisation projects, and network evolution;
• Build a visible, customer-facing career in telecom service assurance.

Questions for Candidates

• How many years of experience do you have in telecommunications and technical customer support?
• Which Nokia Packet Core products have you supported?
• What hands-on experience do you have with CMM, CMG, and NRD?
• Have you supported 4G or 5G mobile core networks in a telecom operator environment?
• Which critical or service-affecting incidents have you led?
• What is your approach to troubleshooting and root cause analysis?
• Have you worked with ITIL Incident, Problem, and Change Management processes?
• What experience do you have with live network interventions?
• Have you supported hardware upgrades, software upgrades, retrofits, or network modernisation?
• What experience do you have with Telco Cloud or virtualised network functions?
• Have you worked in a customer-facing managed services environment?
• What are your proficiency levels in Portuguese and English?
• Are you available to work fully on-site in Lisbon under an 8x5 schedule?
• Is the €1,700-€2,000 compensation range aligned with your expectations?

Recommended CV Keywords

Senior Customer Support Engineer, Nokia Packet Core, Packet Core, Nokia CMM, Nokia CMG, Nokia NRD, CMM, CMG, NRD, Mobile Core Network, 4G Core, 5G Core, EPC, 5G Core Network, Telecom Operator, Telecommunications, Technical Support, Customer Support, Managed Services, Service Assurance, Incident Management, Problem Management, Change Management, ITIL, Critical Incident Management, Major Incident Management, Outage Management, Network Troubleshooting, Root Cause Analysis, RCA, Technical Escalation, Customer Escalation, Live Network Intervention, Network Operations, Software Release Management, Hardware Upgrade, Software Upgrade, Network Modernisation, Retrofit, Telco Cloud, Cloud-Native Telecom, Virtualised Network Functions, VNF, CNF, NFV, New Product Introduction, NPI, Delivery-to-Care, Service Transition, SLA Management, Customer Communication, Stakeholder Management, Technical Account Management, 8x5 Support

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