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Senior Support Engineer

Company: Nokia
Location: Naperville
Posted on: November 18, 2021

Job Description:

About Nokia At Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed, and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable, and inclusive world. Watch our video to discover how we create meaningful interactions to drive human progress. About Cloud & Network Services Cloud and Network Services is a leading Nokia business group that offers Network solutions on Core, Business and Enterprise segments, as well as Cloud solutions and Cognitive Services. It is a newly formed business group, that includes most of the former Nokia Software business, Nokia's enterprise solutions, core network solutions including both voice and packet core, and managed and advanced services from its former Global Services unit. This unit will also act as a delivery channel of certain products from other business groups to enterprise customers. Cloud and Network Services (CNS) will target growth by leveraging the industry transition to cloud-based delivery, network-as-a-service business models, and software-led value creation. Job Description: We are looking for a Telecommunications Support Engineer to join our Cloud & Network Services business unit and be part of the Technical Care Team based in Dallas, TX. The Support Engineer is accountable for planning and performing technical activities such as troubleshooting, testing, reporting, in order to solve complex customer queries and requests. Working autonomously in a very dynamic role, you will be responsible for investigating the customer--s cases and proactively suggest alternative solutions by sharing your core product knowledge. This is an excellent opportunity for a Support Engineer to work with cutting edge technologies in the 5G and Telecommunications space (In this role, we operate an emergency schedule where once per month (on average) we required flexibility to work 24/7 for 1 week) Job Responsibilities & Competencies: * Plans, designs, test, execute, analyses, and reports on process improvements to gain fastest troubleshooting. * Reviews network problems and ensures all learning's are shared with appropriate stakeholders. * Develops scripts/macros to perform health checks to speed up troubleshooting efforts. * Provides technical guidance, leads CH workshops, and support to other GCD CH engineers to avoid/minimize troubleshooting challenges. * Perform lab testing to ensure major SW releases challenges and best practices are included in Troubleshooting Guides, working alongside GCD and R&D. * Reviews recently published Technical Notes and Change Notes to ensure fastest problem solving when encountering known problems. * Launch, trials and pilot projects support. Required Minimum Qualifications: (Education, Technical Skills/Knowledge) * Bachelor--s degree or equivalent experience required, candidates with bachelor--s in Computer Science/Engineering, Telecommunications, IT or Electronic Engineering will be more relevant * At least 10 years of experience in Telecom industry and understanding of Mobile Networks (GMS, UMTS, LTE) and IP Networks. * Experience with Implementation, Integration, Acceptance Tests, O&M and/or Care for Telecommunication Products. * Competences/Expertise in GSM/UMTS/LTE system validation (end-to-end performance, KPI handling, mobile devices). * Solid experience with Protocol Analyzer Tools (Wireshark, Tektronics, etc.) and internal message flow protocols. * Experience in Case Handling, including Emergency Support activities * Solid experience with Nokia Core products CFX-5000, Nokia TAS, Nokia SBC, NetNumber Titan. * Cloud experience it's a plus: VMWare, CBIS, CBAM. * Candidate must have worked as Engineer for respective technology, also if worked on integration interfaces then will be an added advantage * Good team player * Ability to work under pressure * Willingness to continuous learning * Fluent spoken and written English. * Ability to work independently * 24x7 availability for emergency service * Availability to travel if needed Imagine creating technology that has the potential to change the world. Working with us, you will have a positive impact on people's lives and help to overcome some of the world's most pressing challenges. We act inclusively and respect the uniqueness of people. Nokia culture welcomes people as their true selves. Come create the technology to connect the world. At Nokia, 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. Nokia culture welcomes people as their true selves. Come create technology that helps the world act together. Additional Information

Keywords: Nokia, Naperville , Senior Support Engineer, Engineering , Naperville, Illinois

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