Fixed Networks OLT / Altiplano Support Engineer

1. Purpose

The purpose of this Scope of Work (SoW) is to provide customer specific technical support services for the remote operational support of the Fibre Network (FN) environment at a customer’s premises.

The objective of the service is to support the Nokia OLT and ONT environment using Client's Altiplano Access Controller management platform and associated Nokia management and operational systems.

The tasks can be rendered remotely and will no physical site attendance will be required. Where a physical intervention is required, the Support Engineer responsible for delivering the service will diagnose and manage the technical requirement remotely and coordinate the necessary field activity with the appropriate Customer/Client field support resources.

The objective is to provide Clients customer with a dedicated technical service capable of improving fault resolution, operational visibility and first-line technical support for the Client access network.

2. Service Requirement

The service requires the full time availability of dedicated a resource(s) or fulltime equivalent .

The resource(s) rendering the service must have strong practical experience in:

• Fibre Access Networks
• Nokia OLT platforms
• Nokia ONT platforms
• GPON / XGS-PON technologies
• Nokia Altiplano
• OLT alarm and fault management
• Remote troubleshooting
• Fibre access network operations
• Incident management
• Technical escalation
• Network monitoring and service verification

The Support Engineer is required to work independently and interacting directly with the Client and its customers technical teams.

3. Primary Responsibilities

The Support Engineer will provide remote technical support for the network and will be responsible for:

• Monitoring and analysing OLT network issues.
• Using Altiplano to investigate network alarms and faults.
• Performing first-line technical diagnosis of OLT and ONT issues.
• Analysing ONT connectivity and service issues.
• Investigating OLT ports, PON interfaces and associated alarms.
• Identifying potential hardware failures.
• Supporting OLT hardware replacement activities remotely.
• Supporting OLT chassis, card, fan and power-related fault investigations.
• Supporting ONT replacement and bridge-mode related issues.
• Verifying network and service status after corrective actions.
• Coordinating physical interventions where required.
• Escalating complex issues to Client L2/L3 support.
• Providing technical information required by the customer and Clients support teams.

4. Altiplano Responsibilities

Strong knowledge of Nokia Altiplano is a key requirement of this role.

The Support Engineer must be able to use Altiplano for day-to-day operational support, including:

Network Monitoring

• Monitor OLT and PON network status.
• Monitor alarms and events.
• Identify abnormal network behaviour.
• Identify affected OLTs, PON ports and ONTs.
• Analyse recurring alarms and failures.

Fault Management

• Investigate OLT alarms.
• Investigate ONT alarms.
• Analyse PON-related faults.
• Identify potential hardware failures.
• Correlate alarms and network events.
• Determine whether an issue is likely to be customer, access-network or OLT related.

ONT Management

• Search and identify ONTs.
• Check ONT status.
• Review ONT connectivity.
• Check optical and operational information available through the management system.
• Support ONT replacement activities.
• Verify ONT service restoration.

OLT Management

• Monitor OLT status.
• Monitor PON interfaces.
• Investigate OLT hardware and interface alarms.
• Review affected subscribers/services.
• Support troubleshooting of OLT cards and ports.
• Verify status following corrective actions.

Service Verification

The Support Engineer must be able to use Altiplano and other approved Client management tools to verify that services are operational following fault resolution.

5. Remote Troubleshooting

The service provider will provide remote troubleshooting for incidents raised by the customer or the Client.

Typical incidents may include:

• ONT offline.
• ONT repeatedly going offline/online.
• PON port alarms.
• OLT alarms.
• OLT card failures.
• OLT chassis issues.
• Fan alarms.
• Power supply alarms.
• Loss of PON connectivity.
• Multiple ONTs affected on the same PON.
• Service provisioning issues.
• Bridge-mode related issues.
• Optical-related problems.
• Suspected fibre faults.
• Suspected OLT hardware failures.

The Support Engineer must determine the likely root cause and identify the appropriate corrective action or escalation path.

6. Remote Coordination of Field Activities

Although the Support Engineer will not need to attend customer or network sites, he/she will support and coordinate field activities remotely.

Where a physical intervention is required, the Support Engineer will:

• Diagnose the fault remotely.
• Identify the suspected faulty equipment/component.
• Provide the field engineer with the required technical information.
• Coordinate the replacement or intervention.
• Provide guidance where required during the intervention.
• Verify the equipment status after the intervention.
• Confirm service restoration.
• Update the incident and technical records.

This ensures that field resources are dispatched with a clear technical diagnosis rather than performing unnecessary trial-and-error replacements.

7. Incident and Ticket Management

The Support Engineer will be responsible for managing assigned technical incidents through to resolution or formal escalation.

For each incident, the service provider should:

• Review the reported fault.
• Perform initial analysis.
• Check Altiplano and relevant Nokia management systems.
• Identify affected equipment/services.
• Determine probable root cause.
• Perform approved remote corrective actions.
• Coordinate field activity where required.
• Validate service restoration.
• Document the resolution.
• Escalate unresolved issues to the appropriate Client support level.

8. Escalation

The Support Engineer will act as an initial technical escalation point between the end customer operations and Client's technical support.

Issues requiring specialist Client support must be escalated with sufficient technical information, including:

• OLT identification.
• PON/port information.
• ONT information.
• Alarm details.
• Time of occurrence.
• Fault history.
• Diagnostic information.
• Actions already performed.
• Expected versus actual behaviour.

The objective is to ensure that Client L2/L3 teams receive a technically qualified escalation rather than an unfiltered customer complaint.

9. Reporting and Operational Visibility

The Support Engineer will provide regular operational reporting covering areas such as:

• Open incidents.
• Resolved incidents.
• Recurring faults.
• OLT availability.
• PON-related issues.
• ONT-related issues.
• Hardware failures.
• Outstanding field interventions.
• Escalated Client cases.
• Repeat incidents.
• Potential network risks.

The Support Engineer may also support the development and maintenance of operational reports and dashboards where required.

10. Required Technical Experience

The Support Engineer must demonstrate that the personnel intended to deliver the service to Client has the required skills:

Essential

• Practical Nokia OLT experience.
• Practical Nokia ONT experience.
• Strong Nokia Altiplano experience.
• GPON/XGS-PON knowledge.
• Fibre Access Network experience.
• Remote fault diagnosis.
• Alarm and event analysis.
• Incident management.
• Technical escalation experience.
• Good understanding of IP/Ethernet fundamentals.

Advantageous

• Experience with Nokia Altiplano deployments.
• Experience supporting large FTTH networks.
• Nokia technical certifications.
• Experience with Nokia OLT hardware.
• Experience with OLT chassis and card-level troubleshooting.
• Experience with se