Se-paco

3 weeks ago

Mumbai, India Ericsson Full time

**An Outstanding Opportunity**:
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

**Operational** **:

- Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
- Analyze and tackle 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
- 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 & Innovating, Entrepreneurial & Commercial thinking
- 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**:

- Education: BE/B Tech or equivalent
- Min years of experience: 8+ Years

**Skill Experience**:

- MME/AMF/SMF/PCC
- EPG/Packet Gateway
- SAPC/CCPC/5G Policy Controller
- 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 Packet Core Nodes (4G & 5G)
- CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
- OpenStack (CEE), Kubernetes (CCD), IP Routing, IMS
- 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
- Good knowledge of 3GPP in 5G Packet Core

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.

"We are proud to announce at Ericsson India has been named #14 in the country and we have been officially Certified in 2021. 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.”

Ericsson Careers: Be part of our global team at Ericsson

A career at Ericsson gives you the unique opportunity to create a better future. Find your career opportunities and join us in making the unimaginable possible.

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