Job Description

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.

Job Description

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.

How You Will Contribute And What You Will Learn

- 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.

Key Skills And Experience

- 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.

About Us

Advancing connectivity to secure a brighter world.

Nokia is a integral 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.

Learn more about life at Nokia .

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. 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 .

About The Team

- 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

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📌 Technical Support Engineer (Naucalpan de Juárez)
🏢 Nokia
📍 Naucalpan de Juárez