Job Description

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.

• Responsibility and Tasks

General

• Handle and resolve Customer issues
• Provide dedicated support
• Deliver results & meet customer expectations
• Handle Software Update Handing (SUH)
• 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
• Coordinate 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
• Ensure that KPIs are met according to SLA
• Identify the add on sales opportunities

• Position Qualifications

Behavioral Competences:

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

Education Qualification & Years of Experience

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

Skill Experience

• Working in Digital Business Solutions (OSS/BSS) domain is must.

Following nodes are considered to be part of OSS/BSS requirement:

• ENM (Ericsson Network Manager) or similar Network Management technology.
• Ericsson Orchestrator or eVNFM (VNF-LCM).
• EMM (Ericsson Multi Mediation) or similar mediation technology
• Experience in a Virtual Environment is must. Should have good exposure on
• OpenStack (CEE)
• Kubernetes (CCD)
• Database
• Veritas
• Exposure to following domains is desired
• Multi Activation.
• NeLS (Network License Server)
• 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 OSS applications, RedHat Linux, Vmware and other related platforms
• 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

TA-Ankita Tripathi 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 never seen before solutions 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 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, learn more. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to interviewsupport@ericsson.com
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