Job Description

Why Ericsson? Ericsson is driving 5G standardization and was the largest contributor to the standardization body in 3GPP during 2018. Ericsson is committed to rapidly applying these standards to our technology development. Ericsson is a technology leader in 5G. Pioneering customers select us as their 5G partner and we are first with commercial live networks in four continents. This includes multiple operators in both the US and South Korea, as well as in Switzerland, Australia and UAE. We have publicly announced commercial 5G deals with more than 20 named operator customers. In India, we are known for delivering “World-First” projects for India’s largest and most renowned telecommunications carriers.
if you have any questions email us at interviewsupport@ericsson.com

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  Job Summary

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.

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 solve 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

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
• Collaborate 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

Behavioral Competences:

• Creating & Innovating, Entrepreneurial & Commercial thinking
• Persuading & Influencing, Applying Expertise & technology
• Analyzing, Delivering Results & Meeting Customer expectations

Soft Skills:

• Presentation & Communication skills
• Teamwork & collaboration skills, Market insight
• Financial Understanding, Consultative Selling Skills
• Negotiation Skills, Leadership Skills

Education Qualification & Years of Experience

• Education: BE/B Tech or equivalent
• Min years of experience: 8+ Years

Skill Experience

• Experience on working in 4G & 5G User Data Management Functions is must. Following applications/functions are considered to be part of Packet Core
• HLR/HSS/EIR/CCSM (Subscriber Management)
• CUDB/CCDM (Data Management), NRF/CCRC (Resource Function), PG/UPG (Provisioning Gateway)
• An exceptional troubleshooting skill is required to solve the customer issues without advancing to the next level for competence units
• Should able do tracing and complex logs analysis for Packet Core Nodes (4G & 5G)
• Exposure to any of the following Cloud Core applications/environment is desired
• MME/AMF/SMF/PCC, EPG/Packet Gateway, SAPC/CCPC/5G Policy Controller, OpenStack (CEE), Kubernetes (CCD), IP Routingm, IMS
• Strong technical competence should be exhibited when dealing with complex customer issues.
• Should have worked in a Support function earlier
• Past experience with Ericsson will be preferred
• Good knowledge of 3GPP in 5G Packet Core

What's in it for you?
“We are proud to announce at Ericsson India has been named #14 in the country and we have been officially Certified™ in 2021. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.”
What happens next once you apply? Read about the next steps here. For your preparation and reference, here is our overall Brand video and some insights about our innovations in 5G https://www.ericsson.com/en/careers/job-opportunities/hiring-process
Do you believe that an organization fostering an environment of cooperation and collaboration to execute with speed creates better business value? Do you value a culture of humanness, where fact based decisions are important and our people are encouraged to speak up? Do you believe that diverse, inclusive teams drive performance and innovation? At Ericsson, we do.
We provide equal employment opportunities without regard to race, color, gender, sexual orientation, transgender status, gender identity and/or expression, marital status, pregnancy, parental status, religion, political opinion, nationality, ethnic background, social origin, social status, indigenous status, disability, age, union membership or employee representation and any other characteristic protected by local law or Ericsson’s Code of Business Ethics.