At Nokia, we strive to create a connected world, and our Network Infrastructure Business Group leads the way in providing reliable and high-capacity networks. As a Technical Support Engineer, you will be at the forefront of our technical support operations, ensuring our customers receive exceptional service and support. Your expertise will be instrumental in maintaining and enhancing our reputation as a trusted partner for critical network infrastructure.
- Provide 24/7/365 technical support for NMS products, ensuring timely and accurate troubleshooting and resolution of customer issues.
- Diagnose and perform corrective or preventative maintenance actions, escalating to higher support levels as needed.
- Maintain and update Salesforce and outage documentation, contributing to and reviewing upgrade guides and procedural documentation.
- Build and nurture strong customer relationships, ensuring high satisfaction through SLA-compliant services.
- Act as an 'Outage Manager', identifying and managing the impact of outages and changes to customer networks.
- Ensure comprehensive documentation of outage situations, meeting contractual root cause review obligations.
- Provide effective and pragmatic recovery solutions, managing risks and communicating them to relevant stakeholders.
- Supply input to and utilize knowledge management tools, sharing knowledge proactively within the team.
- Adequately document all troubles for tracking and learning purposes, collaborating with internal resources to resolve technical issues.
- Interface with the product business division (Level 3/TEC) to ensure seamless support and knowledge transfer.
- A degree in Computer Science or a related field is preferred, or equivalent practical experience in a technical support role.
- Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS) is an asset.
- Familiarity with NPI/Customer Engineering domain is advantageous.
- Excellent problem-solving and analytical skills, with a customer-centric approach.
- Strong communication and interpersonal skills, including English proficiency, with the ability to build rapport and manage customer expectations.
- A proactive and self-motivated attitude, with a willingness to learn and adapt to new technologies.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- 5% travel may be required for this role.
Adherence to ISO27001 information handling and safeguarding best practices is mandatory.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our 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. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
Skills Required
- Degree in Computer Science or a related field or equivalent practical experience
- Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS)
- Familiarity with NPI/Customer Engineering domain
- Excellent problem-solving and analytical skills with a customer-centric approach
- Strong communication and interpersonal skills, including English proficiency
- Proactive and self-motivated attitude with willingness to learn and adapt to new technologies
- Ability to work independently and manage multiple tasks in a fast-paced environment
- Willingness to travel up to 5%
- Adherence to ISO27001 information handling and safeguarding best practices
Nokia Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nokia and has not been reviewed or approved by Nokia.
-
Equity Value & Accessibility — Equity programs include a global employee share purchase plan with company matching and multi‑year share awards. These mechanisms broaden participation and tie rewards to long‑term outcomes.
-
Healthcare Strength — Health coverage includes major medical plans with supplementary options such as vision, legal services, and care navigation. The range of offerings indicates comprehensive support for medical needs.
-
Parental & Family Support — A global policy grants paid leave for new parents regardless of gender and provides structured return‑to‑work support. Company‑paid life insurance further strengthens family protection across regions.
Nokia Insights
What We Do
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.
