Nuage Technical Support Engineer

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.

The team you’ll be part of

The pandemic has highlighted how important telecoms networks are to society. Nokia’s Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

The Nokia ION Services Organization is seeking highly motivated individuals to join our highly-skilled, dynamic, global Nuage Level 2 Support Team, in supporting Nokia’s industry-leading Software-Defined Networking (SDN) solution Nuage Networks (http://www.nuagenetworks.net/).

We are a close-knit, dedicated, hardworking team. In the interests of ensuring our team is highly successful, we are open and inclusive and encourage continuous communication to ensure everyone can work to the best of their abilities and has the support they need to perform in their role. We are always looking to grow and improve as individuals and as a team by sharing knowledge and ideas through a variety of methods including regular meetings, 1-to-1 mentoring schemes and contributing to shared knowledge bases. We are a social team so you can expect regular organised meet ups and team activities outside of work.

What you will learn and contribute to

As part of our team, you will:

• Providing Remote Technical Support (RTS) for the Nuage SDN solutions and associated network elements.
• Interfacing with our high-profile carrier, telco and enterprise customers from around the world, internal teams and 3rd party vendors to solve complex problems. This will involve collaborating remotely with customer engineers, other Nokia and 3rd party vendor engineers, often taking part in live troubleshooting sessions and accessing networks remotely as well as performing an offline investigation.
• Gathering technical details from the customer, analyzing log files, debug traces and configurations.
• Developing, testing and deploying novel workarounds to mitigate the impact of product issues on the customer network as well as plans for gathering any additional debug information necessary to establish root cause and provide a solution. Solutions take the form of a configuration or procedure change or you be escalating towards our R&D teams for a software fix.
• Building test setups in a lab environment to replicate customer faults.
• Writing highly detailed, technical reports for escalating issues towards the next level of support for additional analysis by SMEs or R&D teams for software fixes.
• Prepare technical reports suitable for consumption by our customers on problems encountered and methods of resolution applied ensuring overall system integrity and reliability.

Your skills and experience

You have:

What we offer