Technical Specialist - L2 Expert (Fixed Networks)

Responsibilities

• Provide Advanced Level‑2 / Expert support for Nokia Fixed Access products through remote troubleshooting and resolution.
• Ensure high customer satisfaction by meeting and exceeding SLA commitments.
• Perform in‑depth analysis, diagnosis, and resolution of complex issues in customer networks. Participate in 24×7 rotational hotline/on‑call support.
• Reproduce customer issues in lab environments when required and feasible.
• Execute expert‑level troubleshooting including system tracing, debugging, and protocol flow analysis.
• Identify, reproduce, and characterize defects; collaborate closely with R&D for permanent fixes.
• Contribute to Root Cause Analysis (RCA) reports and proactively engage with customers for network health checks and training.

Qualifications

• You Have:
• 3+ years of hands‑on experience in DSL and/or PON technologies with strong troubleshooting skills.
• Solid protocol knowledge: GPON, DSL, SIP, IGMP, IPv4/IPv6, SNMP, SNTP, DHCP, PPPoE; YANG/NETCONF preferred.
• Strong product knowledge of Nokia FN portfolio: ISAM 7302/7330, 7360, 7368 ONT, AMS 5520, 552X applications (APC, IDM, OAD, SDC).
• Proven experience in testing and supporting NMS/EMS platforms.
• Exposure to handling live network issues and field outages is an advantage.
• Working knowledge of IP networking and Linux (mandatory).
• Strong analytical, problem‑solving, and customer communication skills.
• Candidates with lesser experience but strong passion for new technologies and learning mindset will also be considered.

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