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 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
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
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Tech qualifications to be as per below. Skill Experience Experience on working in 4G & 5G User Data Management Functions is must. Following applications/functions are considered to be part of UDM Family
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 escalating to the next level for competence units Should able do tracing and complex logs analysis for UDM Nodes (4G & 5G) Exposure to any of the following Cloud Core applications/environment is desired
OpenStack (CEE)
Kubernetes (CCD)
IP Routing
Strong technical acumen 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
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.
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 Contact us
We are proud to announce Ericsson India is ranked 19th among all 50 countries and is once again officially Great Place to Work Certified™ in 2024. 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.
Primary country and city: India (IN) ||
Req ID: 786925
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