Advanced Technical Support Engineer - Core

The Advanced Technical Support Engineer - Core assures End-to-end fault/incident & problem management with main objective of resolution to SLA & OLA requirements. They solve the higher level of escalation in case of network incidents and are responsible for the resolution, analysis and expertise in case of complex faults that require deep procedural and technical knowledge.

As Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.

A Managed Services role with Nokia's Hamilton New Zealand based team provides advanced technical support to their customers' telecommunications network core, aggregation, access and transport platforms, maintaining availability, and resolving incidents quickly. This technical support role is within an innovative team who are passionate about network performance and service delivery, assisting the Network Operation Centre, optimizing procedures and enhancing support tools.

• Troubleshoot and restore service during complex unplanned incidents across our customers' telecommunications networks.
• Participate in a 24x7x365 callout roster and contribute to restoration activities and planned changes during the night-time maintenance window.
• Support a Network Operation Centre team with assistance and training, and also liaise with vendor product support teams on escalated issues.
• Follow detailed technical procedures accurately, and when necessary, assess and adapt to changing or unanticipated circumstances.
• Guide service company technical staff through technical activities on the network elements, with clear instructions and understanding of the activity being undertaken.
• Ability to do risk assessment of the impact of any intended technical activities on the network and ensure adequate planning and notification processes are in place before proceeding.
• Initiate technical and/or managerial escalation of cases that are complex, technical, or creating a major customer impact.
• Competency at incident review and problem review processes, such as identifying event triggers and root cause, as well as recommending improvement opportunities.
• Understand and analyse workflows to identify repetitive, manual tasks, processes that lack consistency or involve high error rates that can be automated to increase operational efficiency and accuracy.

Follow all Nokia Information Security policies and guidelines including ISMS (ISO27001 program).

• Engineer skills on Nokia 7x50 switches, 7210, and related telecommunications and IT protocols.
• Fluent English language, professional business writing for customer and vendor technical support interactions, reports, and incident reviews; and high level of accuracy on network records.
• Programming and scripting knowledge (Eg: Python and/or JavaScript) and experience in database programming (SQL)
• Experience in developing applications that interact with network devices using REST API, RESTCONF, gRPC, Netconf, Kafka and/or similar technologies.
• New Zealand citizenship, residency, or work visa, and familiarity with New Zealand telecommunications industry, networks and providers; this is a New Zealand based role.

It would be beneficial if you also had:

• Nokia ISAM experience.
• Nokia 1830PSS OTN DWDM experience.
• Experience with cloud-based environments (Eg: Azure) and familiarity with version control systems (Eg: github)
• Oracle SBC (or similar) experience.
• Programming and scripting knowledge (e.g. Python or JavaScript).

Unix based environment and server support skillset.