Job Description

(Support Engineer-Cloud)

To investigate, fix, deliver remedy & restorations and produce solutions to customer support tickets, CSRs (Customer Service Requests).

• To work within well-defined system support guidelines.
• To participate in software upgrades and updates
• Should be able to use support tools for ticket handling.
• To ensure customer satisfaction with the performance of installed systems by successful handling all reported technical problems.
• Provide regular progress updates in the support system for each assigned support issue.
• Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported
• Actively engage in communication with other engineers.
• Critical issue of support tickets to next level of competence units. If the CSR cannot be answered/solved within the time limit.
• Evaluation of answers and solutions received from higher competence units to verify that the answer/ solution will clear the problem reported by the customer.
• In the line of supporting our products, identify possible improvements to the products that will make them more maintainable and user friendly. Document these possible improvements in Requirement Specifications as input to the design of new generations of the products.
• Registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own Line-organization or received from elsewhere.
• Providing Suggestions in developing Operation & Maintenance instructions .
• Isolate the product faults and raise it to Product Design. Support design unit to reproduce the fault and evaluate the final fix provided.

What you will do

• May need to work in shifts and Emergencies Support rota.
• To lead and complete the implementation of new software releases on test labs.
• Writing documents for fault analysis/ RCA along with required preventive and corrective actions.
• Strong analytical skills.
• 24*7 availability as per support guidelines

You will bring

• Network Trouble Shooting experience
• Utmost/Pluribus/Cisco switches/routers knowledge
• Experience on L2 or L3 Switching Fabrics!
• Scripting languages (Python, Shell, Perl etc.)
• Understanding of standards in cloud domain.
• Software defined Storage - Nexenta!
• Dockers/containers using Linux.

Why Join Ericsson?

At Ericsson, you\xc2\xb4ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what\xc2\xb4s possible. To build never seen before solutions to some of the world\'s toughest problems. You\xc2\xb4ll be challenged, but you won\'t be alone. You\xc2\xb4ll 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?

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 nurture 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 and Affirmative Action employer, .

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Req ID: 723840

Be where it begins

Welcome to an inclusive, global company where your opportunity to make an impact is endless. Share your most innovative ideas, bring your unique perspective in a speak up environment. With us, you will no longer be dreaming of what the future holds \xe2\x80\x93 you will be redefining it at a company where you\xe2\x80\x99re empowered to lead and perform at your very best.

Being a part of our team means having the flexibility to take your career in many different directions, but it also means leveraging the supportive structure of a big organization, with clear personal and professional development opportunities.

We believe that great accomplishments deserve great benefits and transparent rewards. We strive to offer competitive, unbiased, and fair rewards for all our people. We empower you to manage your own time and promote flexible working opportunities, along with family-friendly policies.

to find out more about our benefits.

Ericsson