Support Engineer

3 months ago

Mumbai, India Ericsson Full time

Description

Join our Team

About this opportunity:
At Ericsson, we are seeking a knowledgeable and dedicated Support Engineer to join our team. In this pivotal role, you will be charged with providing data-driven solutions to customer reported issues in line with set processes and Service Level Agreements. The role involves identifying, isolating, and resolving faults, as well as working towards network stability. As your experience grows, you'll handle more operational and technical issues for specific customers, solutions, or domains.

What you will do:

• As a Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
• You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. 
• You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
• Lead investigations and drive the resolution of customer issues throughout the CS portfolio.
• Actively participate in on-site activities, particularly when remote access is insufficient.
• Contribute to the resolution of emergencies through fault isolation and restoration of customer networks and solutions.
• Support problem management in identifying and categorizing significant operational or business impacting problems.
• Participate in Security Reviews as the primary contact for customers and subject matter expert in security matters.
• In time, you will be added to the on-call roster (24/7) where you will be handling Emergency issues raised by our Transmission Customers.
• You will need to be able to contact customers directly to discuss and understand their problem and also be able to provide and convey technical information and answers back to the customer. This may be via the Customer support portal, Document creation, MS Teams sessions or in person at a customer’s premises to either a technical team and/or the customer management.

The skills you bring:

• Customer Problem Management.
• Negotiation.
• Knowledge Transfer and Reuse.
• Knowledge Sharing and Collaboration Skills.
• Release and change management.
• Coaching and Mentoring.
• Change and Improvement Management.
• Pre-emptive support competence.
• CS Portfolio competence.
• Data Analysis.
• Customer Success.
• Machine Learning.
• Customer Relationship Building.
• CSR Handling Process.
• Trade Compliance.


Scope:
Require experience or strong product knowledge in one or more in each of the following areas:

• Technology
1. Carrier grade optical transmission systems esp. (optional) DWDM/G.907
2. Radio Transmission – PtP Core radio
3. Carrier Grade Ethernet transmission
4. MPLS-TP

• Products
1. Ericsson Mini-link 669x and
2. ML-62xx

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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