Job Description

Job Summary: The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processed and contracted Service Level Agreements. The Support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge of the technology evolution of product/domain. In case additional services are contracted with the customer the Support Engineer will also handle e.g. Preemptive and Software handling. Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting the results of implementation.
Education Qualification & Years of Experience

• Education: BE/B Tech or equivalent
• Min years of experience: 4+ Years

Skill Experience:

• Overall System Administration of Ericsson ENM. Working on Ericsson NMS (ENM) as Support Engineer or System Administration is must.
• Understanding of Radio and Core nodes integrated with ENM
• Should have hands-on exposure on:
  • Virtualization and Containers
  • Database knowledge
  • Veritas cluster and volume manager
  • Linux Operating System (RHCSA preferred)
• End to end troubleshooting for the issues related to ENM/OSS Platform, Fault Management, User Management, Software/Hardware Management, Performance management and ENM application related issues
• Administrator level experience in Business Objects, Citrix or similar tools. Knowledge in ENIQ & Sybase IQ
• Should able do tracing and complex logs analysis for ENM applications, RedHat Linux, Vmware and other related platforms
• Exhibits strong technical acumen while dealing with complex customer issues
• Must have worked in a Support function
• Past experience with Ericsson will be preferred
• Other technical skills (good to have): Basic IP and Networking knowledge, Server and Storage hardware, Shell and Python Scripting

Responsibility and Tasks General

• Handle and resolve Customer issues
• Deliver results & meet customer expectations
• Handle Software Update Handing (SUH)
• Handle Customers and internal Stakeholders from a Technical perspective
• Working with a 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 requests 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
• 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
• Ensure that KPIs are met according to SLA
• Identify add on sales opportunities

Position Qualifications 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
• Consultative Skills
• Negotiation Skills

Nature of Work \xe2\x80\x93 Support Engineers will be required to work in Shifts on a rotational basis Location Details - Navi Mumbai
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\xe2\x80\x99s toughest problems. You\xc2\xb4ll be challenged, but you won\xe2\x80\x99t 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? 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 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.
We are proud to announce Ericsson India is ranked among Top 50 companies in the country and is once again officially Great Place to Work Certified\xe2\x84\xa2 in 2022. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work\xc2\xae 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.\xe2\x80\x9d