The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling. Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.
What will you do
General
Handle and resolve Customer issues
Provide dedicated support
Deliver results & meet customer expectations
Handle Software Update Management (SUM)
Handle Customers and internal Stakeholders from Technical perspective
Work with diverse team
Operational
Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
Available to handle customer technical queries all the time and ensure timely response
Make constant efforts to be updated on relevant technical skills all the time
Participate in Project activities and involve as needed
Take handover from Project and ensure all the check points completed
Organize and deliver the Knowledge sharing sessions with stakeholders
Review and prepare the relevant technical document i.e. RCA
Show the full description
Customer Specific
Good Working Relationship with Customer and Working groups
Take part in Operational review meetings as and when required
Understand and get updated on solution deployed in customer network
Make customer aware on product Life cycle i.e. HW or SW
Interface with customer for planned activities in network as needed
Business Related
Provide technical support to Service delivery Manager in all respect
Participate and contribute during pre-sales engagement activities, if needed
Understanding of the contractual obligation for support delivery
An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units
Should able do tracing and complex logs analysis for Cloud Nodes
Exposure to any of the following Cloud Core applications/environment is desired
\- MME/AMF/SMF/PCC
\- EPG/Packet Gateway
\- SAPC/CCPC/5G Policy Controller
\- CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
\- IP Routing
\- IMS
Strong technical acumen should be exhibited when dealing with complex customer issues.
Should have worked in a telecom support function earlier
Past experience with Ericsson will be preferred
Good knowledge of 3GPP in Cloud area
All academic credentials must be from recognized and accredited institutions and are further subject to verification.
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
