Job Description

Our focus is on customer issues that are escalated through the 2nd and 3rd level support organization. As such we have the role of 4th level customer support engineers.
We have a lot of interaction between Nokia R&D sites. In light of a rapidly growing customer base spread all over the world, the R&D support team is looking for additional 4th level support engineers. You will have the possibility to grow towards a L2/L3 IP and datacenter network expert and as such become a key player within the routing division.

You’ll be responsible to:

• Debug and resolve customer issues after they’ve been filtered by the 2nd and 3rd level support organizations.
• Interface to R&D, 3rd level support team, account teams, business units and customers for technical consultation and customer support concerns.
• Debug complex product installations, resolve complicated product problems by applying both established procedures and creative alternatives.
• Perform on-site product adaptations or enhancements to installed product.
• Maintain problem status and problem resolution records.
• Prepare reports on problems encountered and methods of resolution applied, ensuring overall system integrity and reliability.
• Maintain awareness of new products and releases through regular updates with R&D, Product Management and Dev and QA.
• Generate release notes and update the Customer Service and Support Problem tracking database.

Education level and experience:

• Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience

Expertise and skills:

• Personal commitment towards quality.
• Solution and customer oriented.
• Autonomous and result driven, able to closely cooperate with team members that are located in in the other Nokia R&D locations.
• A good knowledge of English is a must.
• A proven aptitude for methodical problem solving, very good communication skills, a strong attention to detail and the ability to work well in a close-knit team

Following expertise and skills are an advantage:

• Knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP and MPLS).
• Background in TCP/IP network testing and troubleshooting
• Scripting or programming skills (C, Tcl, Perl) in a Unix or Windows environment.
• Familiarity with one or more networking test tools (IXIA, Agilent, Spirent/Adtech, etc.)
• DataCenter knowledge and experience.
• Experience and interest in working in a customer support role and environment is preferred.