Ip Routing Technical Support Engineer

hace 2 semanas

Tláhuac, Ciudad de México NOKIA A tiempo completo
IP Routing Technical Support Engineer

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks.

Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.


We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

Network Infrastructure

The pandemic has highlighted how important telecoms networks are to society.

Nokia's Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

The team you will be a part of


Our Network Infrastructure (IN) includes IP, optical and network automation technologies and related services sold to our communication service provider customers and adjacent markets, including web-scale companies and enterprises.


The mission of the Network Infrastructure (NI) Business Group is to be the most trusted partner for the world's most critical network infrastructure.

NI will respond to the ever-increasing demand for networks with higher capacity, more excellent reliability, faster speeds, and lower costs.

What you will learn and contribute to

As part of the team, you will:

  • Provide remote technical support on ION IP communications products and networks to a LAT customer base. It includes isolating issues within a customer ION IP network and guiding the customer on how to rectify the issue(s) identified, amongst several other things.
  • Ensure that work records (AR's) are updated in accordance with defined processes and that all metrics relative to the contractual commitments are, at the very least, met or exceeded.
  • Create and maintain customer relationships on a daytoday basis. Maintain a high level of customer satisfaction by providing services fully compliant with the SLA.
  • Provide remote technical support to all customers on ION IP products and networks via telephone or Teleconference system.
  • On some occasions, travel may be required on short notice.
  • Assist both internal and external customers with the isolation of problems within a ION IP network and develop solutions to rectify reported issues.
  • Know ION IP product family, VSR all Versions, SR Linux All Versions, IXR all Versions, 7x50 all versions, 7710, 7210 all versions and 7705 all versions.
  • Identify potential patterns of issues observed in the field (i.e. Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by Nokia.
  • For outages, identify the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.
  • Each Customer issue is tracked using the SALES Force Trouble ticket system, Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per Nokia Processes.
  • Provide support on main products: ION IP product family, VSR all Version, SR Linux All Versions, IXR all Versions, 7x50 all versions, 7710, 7210 all versions and 7705 all versions.
Your skills and experience

  • Bachelor's degree in Electronic or Telecommunication Engineering or equivalent experience.
  • Fluency in English is required.
  • 3 years experience working in R&D and/or customerfacing environments.
  • Knowledge of EVPN, VxLAN and Vswitch concepts.
  • Knowledge of Datacenter environment.
  • Knowledge of SD-WAN solutions
  • Handson knowledge of Linux operating systems
  • Working knowledge of IP standard, routing protocols, OSI model, etc.)
  • Working knowledge of layer 2 data communication protocols (Ethernet, MPLS, VLANs, etc.).
  • Knowledge on IP/MPLS, BGP, OSPF and other routing protocols.
  • Working knowledge of IP theory/operation desired, but not mandatory.

Non-technical:

  • Should be able to articulate technical issues / solutions to internal / external customers.
  • Selfmotivated (Does not require constant 'oversight/assistance' to get jobs done, etc.).
  • Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, etc. quickly).
  • Accountable and open to constructive feedback.
  • Exceptional customer service skills. Placing customer needs first is an absolute requirement.
  • Ability to objectively think and solve problems under pressure (Very important)
  • Be available to work during offbusiness hours (i.e., after 5 pm) and oncall rotation (Oncall 24hrs / day for a predefined period at a time).
  • Be available to travel on short notice (i.e., one day) for trips of short duration. Expected y

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