Nokia Recruitment 2020 : Hiring for Customer Support Engineer

Job Description :

At Nokia Software we are looking for a Customer Support Engineer to join our Technical Care Team based in Amadora and support global customers. In this role you will get the opportunity to work on NOKIA and 3rd Party Security products deployed in the customer network.

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. You will also get the chance to work with RnD and Design team as required.

Responsibilities & Competencies:

Plans, designs, test, execute, analyses, and reports on process improvements to gain fastest troubleshooting.

Develops scripts/macros to perform health checks to speed up troubleshooting efforts.

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.

Provides technical guidance, leads CH workshops, and support to other GCD CH engineers to avoid/minimize troubleshooting challenges.

Work with in SLA provided.

Reviews network problems and ensures all learning’s are shared with appropriate stakeholders.

Requirements & Qualifications:

(Soft Skills)

Customer service experience preferably in an Global Operations centre environment. Ticketing system knowledge.

Ability to work days, evenings, and weekends as required; 24x7 support in On-Call Rota Basis.

Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.

Analytical thinker willing to think outside the box to resolve customer impacting situations on first contact; understand customer pain.

Ability to work with Operations and Engineering on the priority of issues in order to resolve the most urgent customer impacting issues first.

Aptitude and desire to learn advanced Network Security services.

Creative, flexible thinker who is willing to take initiative and share alternative solutions with peers and management.

Ability to thrive in a fast paced, multi-cultural, customer-oriented environment.

MS Office proficiency.

(Technical Skills)

Strong and Practical knowledge and hands-on experience on Linux/Unix OS is desirable. (Must have working Knowledge / Certification)

Strong and practical knowledge in JBOSS, Weblogic, Oracle database, MariaDB, Cassandra, Kubernetes Apache and NGIN

Ability to handle outages and provide preliminary and final root cause analysis

Hands on and In-depth troubleshooting skills to analyze complex issues related to software, network, database, hardware failure, configuration and integration

Possesses a solid understanding of systematic troubleshooting, as well as having the capabilities to identify software and hardware issues in a timely manner with minimal supervision

Practical experience with at least one of the scripting languages: Python, bash, Perl

Strong technical and subject matter expertise in at least three or more of the following security specialties:

Firewall: Juniper, Cisco, Palo Alto, Checkpoint, Fortinet VPN - IPSEC ,SSL, Cisco

DNS / DHCP & DDOS : Infoblox & RADWARE, Palo Alto

Unified Thread Management (UTM) SIEM/SIM products AAA services.

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.

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Disclaimer: The job description above is taken from Nokia Website.