Support Engineer

6 months ago

Gurugram, India Ericsson Full time

Description

About this 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 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.
• Participate in Project activities and involve as needed.
• Take handover from Project and ensure all the check points completed.

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
 

Position Qualifications

Education Qualification & Years of Experience
• Education: BE/B Tech or equivalent
• Min years of experience: 8-10 Years
 
Skill Experience
 
• Experience on working in 4G & 5G Packet Core is must. Following applications/functions are considered to be part of Packet Core :
• MME/AMF/SMF/PCC
• EPG/Packet Gateway
• SAPC/CCPC/5G Policy Controller
• 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 log's analysis for Packet Core Nodes (4G & 5G)
• Exposure to any of the following Cloud Core applications/environment is desired
• CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
• OpenStack (CEE), Kubernetes (CCD), IP Routing, IMS
• Strong technical skill should be exhibited when dealing with 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.
 

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