Support Engineer

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 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 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 the add on sales opportunities

Position Qualifications
• 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
• Domain Expertise: Radio Access Network (RAN) -4G/5G 
• Education: BE/B. Tech or equivalent
• Min years of experience: 6+ Years
• Last 4 years’ experience must be in 5G/LTE
Skill Experience
• Strong knowledge about 5G/4G RAN latest features.
• Strong technical acumen should be exhibited when dealing with complex customer issues. 
• Strong configuration knowledge of various RAN Solution in MSRBS/DSS/CA
• Should able do tracing and complex logs analysis for RAN Nodes
• Good knowledge of 3GPP
• Must have call flows, protocols, and Interface related knowledge in 5G RAN network
• Ability to technically analyze and approve solution implementation for the customer
• An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units.
• Transport and Core network basic troubleshooting
• Must have worked in a telecom support/care/Level2/R&D/Integration function earlier
• Experience with Ericsson will be preferred
• Well versed with the customer support process

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.