Support Engineer

2 weeks ago

Gurgaon, Haryana, India Ericsson Full time

Description

Join our Team

About this opportunity 
The support engineer is a member of a team with high skills in supporting customers, 1st line engineers and 3rd part in advanced troubleshooting, fault isolation and remediation, to secure availability and fast resolution of the OSS/BSS product.

What you will do 
Purpose
We are here to solve product issues for our customer

• by improving our product long term

• Proactivity in all we do
Role responsibilities

• Deal with customer support requests according to the defined process

• Provide support in detailed technical queries and solutions to source code level problems

• Create and conclude trouble reports and update it with recommended solutions towards the Design Maintenance team when identifying SW bugs.

• Be part of 24/7 emergency duty and support on critical cases

• Collect customer feedback and submit it to the R&D program to continue improving the product

• Continuously update the knowledge base and share knowledge within the organization

• Participate in FFI (First feature introduction) activities

• Provide on-site support when needed

• Be part of serviceability and service preparation activities.
Required Skills

• Documented and proven knowledge in Cloud Native concepts, docker, Kubernetes, AWS, Azure, GCP

• The awareness of product security, privacy and risk assessment

• Deep competence in troubleshooting and fault isolation using tools in complex IT/Telecom systems

• Understanding, analyzing and troubleshooting code.

• Experience of scripting like bash, python, perl, ansible, cassandra
scala (preferred)

• Ability to maintain a professional communication with customers/local companies, especially in critical situations

• Composure and readiness to work under high pressure from our customers/local companies while providing support
You will bring 
Minimum of 4-10 years' experience running services on Linux, Technical Support, Emergency Handling, customer ticket handling/ request handling. 
To qualify the candidate should have demonstrated key traits required -

• A very strong customer focus

• Ability to juggle many tasks and projects in a fast-moving environment

• Be a self-starter who is excited about technology.

• Good time management and multi-tasking capabilities

• Good teammate who is also comfortable working on own initiative

• Flexibility with working hours

• Familiarity with general business terms and processes

• Innovative & creative approach to problem solving coupled with advanced diagnostic & technical analysis skills 

• Values of Perseverance, Professionalism, Respect & working with Integrity
Education

• B Tech, M Tech, or similar experience in relevant area (SW development, telco business)

• Working experience in the Telecom area > 5 years, preferably longer

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.
 

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