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Alcatel-Lucent Customer Technical Support in Westford, Massachusetts

Customer Technical Support

Westford, Massachusetts, United States (


1 additional location

United States

Customer Services

NI Network Infrastructure

23000003ES Requisition #

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Join us in creating the technology that helps the world act together

We are a B2B technology innovation leader pioneering the future where networks meet cloud. At Nokia you will have a positive impact on people’s lives and help build the capabilities needed for a more productive, sustainable, and accessible world. 

Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.  

The team youll be part of

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.

This position is assigned to the 2nd level technical support staff of all IP Nokia customers. Close interaction with the customers in the field, regional account teams, and 3rd and 4th level support.

What you will learn and contribute to

Are you passionate about solving problems? As part of our team, you will:

  • Troubleshoot customer network issues on various IP Service Routers Product Line (includes 7950, 7750, 7710, 7450, 7210, 7705).

  • Troubleshoot outages and critical issues seen in the LTE Solution (BH IPR elements). Conduct performance analysis for critical issues and provide recommendations on corrective actions. Lead RCA discussions with TEC (Technical Expertise Centers), regional R&D, identify corrective actions and provide readout to customers.

  • Maintain problem status and problem resolution records via ticketing system(s). Prepare reports on problems encountered and methods of resolution applied ensuring overall system integrity and reliability.

  • Maintain awareness of new features and customer specific applications via training/workshops and cross train co-workers

  • Provide on-call cell phone support to customers on a 24x7x365 basis. Candidate must be willing to work out of hours, weekend shifts, and be available to provide support for maintenance windows at night. Travel may be required based on issues which remain unresolved after providing remote technical support.

    Your skills and experience

    You have:

  • Bachelors degree in Computer Engineering or Electrical Engineering or Computer Science or College Diploma combined with equivalent experience

  • Excellent communication skills and the ability to work well in a team environment.

  • Excellent written communication skills.

    It would be nice if you also had:

  • ​​​​​​​ Quick learning abilities and an appreciation for knowledge sharing with others on the team.

  • Working knowledge of communication protocols within networking environments including CLI.

  • Work issues across multiple platform environments.

  • Familiarity with various test equipment (IXIA, SmartBits, Landslide).

  • Nokia IP Certifications or equivalent.

    What we offer

    Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

    Nokia is committed to inclusion and is an equal opportunity employer

    Nokia has received the following recognitions for its commitment to inclusion & equality:

  • One of the World’s Most Ethical Companies by Ethisphere

  • Gender-Equality Index by Bloomberg

  • Workplace Pride Global Benchmark

  • LGBT+ equality & best place to work by HRC Foundation

    At Nokia, we act inclusively and respect the uniqueness of people.

    Nokia’s 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.

    Join us and be part of a company where you will feel included and empowered to succeed.

Additional Information

  • United States Salary Range: The annual base salary range for this position is (88,000.00 - 125,000.00), please note that the actual pay will vary based on job grade, geography, skills and experience. Nokia maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Nokia’s differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

  • United States Benefits: Nokia offers a comprehensive benefits package which includes the following: • Pension Plan - Cash Account Program • Medical and dental coverage • Short term disability and long term disability • Life insurance and AD&D • Supplemental life and AD&D insurance (Employee/Spouse/Child) • Health care and dependent care Flexible Spending Accounts • Pre-tax commuter and parking benefits • Savings/401(k) Plan • Paid time off for holidays and vacation • Employee Stock Purchase Plan • Tuition Assistance Plan • Adoption assistance • Employee Assistance Program/Work Life Resource Program • Voluntary benefits including vision, legal, auto, homeowner and pet insurance, Identity Management, and Health Advisory Services

  • Vaccination Requirements : FOR US ONLY: Nokia employees, wherever required by law or contractual obligation, must receive a COVID-19 vaccination or an otherwise approved accommodation based upon applicable law.

  • Disclaimer (For US Jobs): Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity.