Nokia—Technical Specialist - L2 Expert (Fixed Networks)

Job description

Description: Advanced Level‑2 / Expert Technical Support Engineer responsible for providing high‑quality remote support for Nokia Fixed Networks (FN) access products, ensuring SLA compliance, customer satisfaction, and effective resolution of complex network issues through deep technical expertise and close collaboration with R&D teams. Requirements: You Have: - 3+ years of hands‑on experience in DSL and/or PON technologies with strong troubleshooting skills. - Solid protocol knowledge: GPON, DSL, SIP, IGMP, IPv4/IPv6, SNMP, SNTP, DHCP, PPPoE; YANG/NETCONF preferred. - Strong product knowledge of Nokia FN portfolio: ISAM 7302/7330, 7360, 7368 ONT, AMS 5520, 552X applications (APC, IDM, OAD, SDC). - Proven experience in testing and supporting NMS/EMS platforms. - Exposure to handling live network issues and field outages is an advantage. - Working knowledge of IP networking and Linux (mandatory). - Strong analytical, problem‑solving, and customer communication skills. - Candidates with lesser experience but strong passion for new technologies and learning mindset will also be considered. Responsibilities: - Provide Advanced Level‑2 / Expert support for Nokia Fixed Access products through remote troubleshooting and resolution. - Ensure high customer satisfaction by meeting and exceeding SLA commitments. - Perform in‑depth analysis, diagnosis, and resolution of complex issues in customer networks. Participate in 24×7 rotational hotline/on‑call support. - Reproduce customer issues in lab environments when required and feasible. - Execute expert‑level troubleshooting including system tracing, debugging, and protocol flow analysis. - Identify, reproduce, and characterize defects; collaborate closely with R&D for permanent fixes. - Contribute to Root Cause Analysis (RCA) reports and proactively engage with customers for network health checks and training.